Job Description

Overview:
JD for Exchange Support Engineer

• Strong knowledge of Microsoft Exchange Online, Office 365, and related technologies.

• Experience with email security protocols, spam filtering, and email encryption technologies.

• Manage and maintain the Exchange Online environment, including user mailboxes, distribution groups, shared mailboxes, and resource mailboxes.

• Address and resolve issues related to mailbox corruption, inaccessible mailboxes, and mailbox size limits.

• Expertise in Outlook client troubleshooting, including issues related to synchronization, profile configuration, and connectivity.

• Provide advanced troubleshooting and resolution for complex email issues, including mail flow problems, delivery delays, and NDRs (Non-Delivery Reports).

• Monitor and ensure the health, performance, and security of the Exchange Online infrastructure using tools like Exchange Admin Center, PowerShell, and third-party monitoring solutions.

• Experience troubleshooting mail flow issues, including spam filtering, DKIM, DMARC, and SPF configurations.

• Manage user access and permissions, ensuring compliance with organizational policies and security standards.

• Troubleshoot and resolve user issues related to mailbox access, email delegation, and permissions.

• Implement and configure Exchange Online features and settings to optimize performance, including quotas, email retention policies, and spam filtering etc.

• Troubleshoot and resolve issues related to Outlook synchronization, configuration, setup, and installation.

• Maintain comprehensive documentation of the Exchange Online environment, including configurations, procedures, and incident reports.

• Stay current with industry trends, best practices, and emerging technologies related to Exchange Online and Office 365.

• Strong communication and interpersonal skills.

Role Purpose
The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction
Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Stakeholder Interaction
Stakeholder Type Stakeholder Identification Purpose of Interaction
Internal Project Manager For governance and client relationship management
On-site project team To resolve the complex problem/ issues at the site
Lead/ Sr. Administrator Guide the administrators with the complex problems
External Client Resolving the tickets/ queries and servicing them
Display
Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

• Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
• Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
• Technical knowledge - knowledge of the various devices/ network etc which the administrator have to service - Expert

Competency Levels
Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert Applies the competency in all situations and is serves as a guide to others as well.
Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

• Behavioral Competencies

• Problem solving
• Execution excellence
• Passion for results
• Collaborative working

Deliver
No. Performance Parameter Measure
1.
100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails
2.
Mandatory Skills: Office 365 - Exchange Online