Technical Specialist - M365 (l1) Job in Softline

Technical Specialist - M365 (L1)

Services Delivery Mumbai, India Bangalore, India

Description

The Main Purpose Of This Job:
Provide second line support to customer users, analyze problems, and offer solutions to issues that cannot be addressed by tier 1(L1 engineer)

SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE

Experience in administering & Advanced Troubleshooting O365 environment including but not limited to Azure AD, AAD Connect, Exchange Online, OneDrive, SharePoint, Skype, MS TEAMS, Outlook, Office Apps, Other Microsoft Apps covered in M365 E5 License)

o Training and educating end-users on O365 capabilities and collaboration tools

o Understanding of Outlook 2013/2016/2019 and Office products

o Knowledge on various OS and application patching.

o Knowledge about hybrid Exchange environment and troubleshooting various cross premises features

o Strong knowledge on enterprise mail flow with hybrid setup

o Troubleshooting SSO & ADFS Setup in O365

o Log collection and analysis using tools like Wireshark, NETMON, Fiddler, SARA, EXRCA, OLL, etc.

o Hands on PowerShell for creating basic and / or complex scripting

o Migration experience from on premise to O365 and 3rd party products to O365

o Troubleshooting Azure AD Connect Configuration & Sync Issues

KEY RESPONSIBILITY AREAS

Respond & Resolves all L2 issues / incidents / tasks for Customers either escalated from L1 support or end user via email, phone, or SM tool.

o Scope a customer s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.

o Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.

o Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.

o Establish a good working relationship with the customers and 3rd parties.

o Work on Trend Analysis and Problem management

o Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and documented to KBDB.

o Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.

o Advise customers on how to gain additional value from their Microsoft products.

o Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

o Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.

o Technically Groom L1 Resources to L2 Level

o Maintain high Quality of Service & Support

o Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems

o Maintain a strong customer focus.

PREFERRED EDUCATIONAL BACKGROUND FOR THIS ROLE

o Bachelor s or master s degree in or equivalent experience in industry related discipline.