Microsoft 365 - Level 2 Support

Job Description:

Key Accountability:

• Accurately and effectively investigate and diagnose incidents.
• Prioritize responses based on the issue's priority and severity.
• Define a detailed action plan to diagnose and resolve incidents, aiming to restore normal service promptly.
• Participate in escalation calls for critical incidents and drive end-to-end restoration of services.

Main Responsibility:

• Administer, troubleshoot, and resolve issues related to Microsoft 365 services (including but not limited to Exchange Online, Teams, SharePoint Online, and OneDrive for Business) and On-Premises Exchange servers (e.g., 2013, 2016, 2019) for issues such as Autodiscover, Exchange Client Access, Mailbox, and Edge Transport roles.
• Troubleshoot and resolve (or provide workarounds for) issues integrated with other Microsoft 365 products and services (including but not limited to Microsoft Entra Connect Sync [f.k.a. Azure Active Directory Connect], Active Directory Federation Services [ADFS], PHS, SSPR, Microsoft 365 Modern Authentication, Microsoft 365 Apps, Microsoft Intune/Endpoint, etc.).
• Manage Microsoft 365 escalations and complex incidents, ensuring service resumption within the defined Service Level Agreement (SLA).
• Perform mail hygiene activities (e.g., Exchange Online Protection (EOP), ProofPoint, etc.), eDiscovery, message tracing, connection filtering, transport rules, whitelisting/blacklisting, and message quarantine.

Experience:

• Ideal applicants should be accustomed to handling escalated issues, though they may not have focused solely on Microsoft 365 support.
• Minimum of 5 years' experience in broad IT support, covering servers, basic networking, and desktop support.
• A good team player within the support team, collaborating with other towers in troubleshooting.
• Work with various teams and towers (including but not limited to L1, L2, and L3) to provide secure and reliable service in implementation and operation.
• Fundamental knowledge of Windows Server (including but not limited to Server 2012, 2016, and 2019), networking (HTTP, HTTPS, DNS, TCP/IP), and Outlook for iOS, Android, and macOS.
• Essential knowledge in Microsoft 365 Security and Compliance technologies such as ATP, AIP, DLP, MFA, MDO, MDE, etc.
• Deep knowledge in Active Directory and DNS, including MX records, SPF, DKIM, and DMARC.
• Fundamental knowledge and administration of Windows Server (Active Directory, Group Policy Management, Networking).
• Experience using various migration tools, e.g., PowerShell, Quest, SPMT, etc.. and automation methods.
• Experience supporting a hybrid environment.
• Experience in On-Premises Exchange disaster recovery scenarios.
• Self-driven in research, going the extra mile to recommend remediation and improvements in customer environments.

Qualifications:

• Degree in Computer Science, Degree in IT Engineering or equivalent.
• Microsoft Certification will be an added advantage.
• Any other professional certifications related to cloud computing, networking and security will be an added advantage.

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