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This role involves:
- Serving as a primary escalation point for the first-line service desk team.
- Providing support (calls, emails, connect remotely) to end-users for escalated issues or requests
- Assisting in the triage process for all incidents related to Exchange On-Premises and Exchange Online.
- Escalating Exchange Online incidents to Microsoft Online Services support and collaborating to ensure timely resolution.
- Ensuring that documented solutions are actionable by first-level support.
- Participate in on-call rotations to handle major and potential major incidents outside of regular business hours.
- Automating repetitive tasks or processes through PowerShell scripting.
- Collaboration with other teams for faster resolution of incidents and/or requests
Experience, Qualifications and Competencies
Soft Skills:
- Demonstrated customer-oriented approach (e.g. call end-user to perform troubleshooting and resolution)
- Ability to adapt to changing situations and remain resilient under pressure.
- Strong organizational skills.
- Proficiency in English language.
- Understands ITIL process
Technical Skills:
- Minimum of one year of hands-on experience with Microsoft Exchange Server 2010 or later, including installation, configuration, and troubleshooting, with a comprehensive understanding of its design and architecture.
- Experience with Exchange Hybrid Model (Exchange On-Premise with Exchange Online).
- Thorough knowledge of Windows Server Operating Systems
- Minimum of one year of hands-on experience with Microsoft Outlook 2010 and later, including configuration and troubleshooting, with a thorough understanding of its functionality and best practices.
- Comprehensive understanding of Active Directory services, Microsoft Entra, Domain Name System (DNS), and other core network services related to Exchange Server.
- Proficiency in SMTP and understanding of complex mail flow scenarios.
- Knowledgeable in Automation/Scripting, particularly PowerShell Scripting (a must).
- Experience with Microsoft O365/Azure Portal Infrastructure, including:
- Microsoft Teams;
- Microsoft Intunes (mobile device);
This role involves:
- Serving as a primary escalation point for the first-line service desk team.
- Providing support (calls, emails, connect remotely) to end-users for escalated issues or requests
- Assisting in the triage process for all incidents related to Exchange On-Premises and Exchange Online.
- Escalating Exchange Online incidents to Microsoft Online Services support and collaborating to ensure timely resolution.
- Ensuring that documented solutions are actionable by first-level support.
- Participate in on-call rotations to handle major and potential major incidents outside of regular business hours.
- Automating repetitive tasks or processes through PowerShell scripting.
- Collaboration with other teams for faster resolution of incidents and/or requests
Experience, Qualifications and Competencies
Soft Skills:
- Demonstrated customer-oriented approach (e.g. call end-user to perform troubleshooting and resolution)
- Ability to adapt to changing situations and remain resilient under pressure.
- Strong organizational skills.
- Proficiency in English language.
- Understands ITIL process
Technical Skills:
- Minimum of one year of hands-on experience with Microsoft Exchange Server 2010 or later, including installation, configuration, and troubleshooting, with a comprehensive understanding of its design and architecture.
- Experience with Exchange Hybrid Model (Exchange On-Premise with Exchange Online).
- Thorough knowledge of Windows Server Operating Systems
- Minimum of one year of hands-on experience with Microsoft Outlook 2010 and later, including configuration and troubleshooting, with a thorough understanding of its functionality and best practices.
- Comprehensive understanding of Active Directory® services, Microsoft Entra, Domain Name System (DNS), and other core network services related to Exchange Server.
- Proficiency in SMTP and understanding of complex mail flow scenarios.
- Knowledgeable in Automation/Scripting, particularly PowerShell Scripting (a must).
- Experience with Microsoft O365/Azure Portal Infrastructure, including:
- Microsoft Teams;
- Microsoft Intunes (mobile device);
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