Microsoft 365 Support Engineer

Responsibilities: • Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services• Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided• Provide support on Microsoft 365, including Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention Share Point Online & One Drive including permission and access including guess access etc Microsoft Teams related troubleshooting and support for end users Hands on knowledge on Share Point Server Patching, deployments, etc.• Co-ordinate with other teams appropriately to ensure speedy resolution of issues Extensive Share Point Knowledge: Understanding of Share Point architecture, features, and functionalities. Microsoft 365 Expertise: Familiarity with other Microsoft 365 services, particularly Teams and One Drive• Update the knowledge base and documentation of issues and solutions• Manage and Support Office 365 Mailboxes, Groups etc• Team and collaboration skills• Vendor Management and coordination

Technical Skills: Should have min of 3-4 years’ experience working with a large client using Microsoft 365 Good analyzing and troubleshooting skills Sound understanding on Identity management, and application integration is required. Work experience in a Hybrid setup would be an added advantage

Process Skills: Must be open for 24x 7 operations Incident Management + Change Management (Planning & Execution)Handling On - call Escalations Monitoring and maintaining SLA requirements for the tickets queue and management Process adherence & Security complianceKB preparation and review, Knowledge sharing & documentation Root cause analysis / Problem Management Should have good written and communication skillsA candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

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