SW/Application Tech Support Practitioner Role Description : Must Have Skills Responsible for service administration and account maintenance. Manage customer Office365 environment at L2 level. Should know of different licenses in Office 365 and different type of admin groups. Address client connectivity, client software, and mobility installation issues.
Address service availability issues within the customers organizational span of control Manage services using supplier and the client implemented ITIL processes and practices. Operate and provide the day-to-day support. Project participation in global/local projects as required. Interact with Microsoft (Vendor) for critical and escalation issues for permanent resolutions.
Maintain health of monitoring tools and reports data interactions/ integrations Execute and follow up any and all issues arising from operational checks, tasks and monitors (Tier II support) Participate in technical projects through design, build, test and deploy phases. Exchange Online related to exchange administration Day to day outlook/owa troubleshooting. SharePoint Online related activity at root level - no AO. Creation of sites and granting permission.
Lync online enable disable lync functionality , dial in conferencing issues. Knowledge on Yammer and One Drive. Knowledge on Migration issues, Dir Sync will be an advantage. Create documents for future references.
Good to Have Technical and Communication Skills Some experience must have been gained in a production environment Should be able to interact fluently with clients and with users on escalated tickets. Strong organization and technical delivery skills. Work in shifts and out of hours evenings, nights, weekends, and public holidays if required. Take part in 24x7 on-call rotation.
Able to express concepts and provided information clearly and concisely Able to articulate troubleshooting questions clearly Office 365 Certification. Exchange online / on premise knowledge Lync online / on premise knowledge SharePoint Online / on premise knowledge Windows Server maintenance. Must have Skills : Microsoft Office365Primary Skills: MS Office 365