Job Description

Project Role :

Technology Support Engineer

Project Role Description :

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills :

Microsoft 365

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Roles & Responsibilities: Microsoft 365 Administration & Support o Administer and manage the Microsoft 365 product suite (E3 and E5 licenses) for all users. o Provide L2 and L3 support for collaboration tools including Exchange, Teams, and SharePoint. o Escalate and coordinate with third-party vendors, including Microsoft, for engineering issues. o Create and delete collaboration instances; maintain hygiene by removing unused instances per policy. o Manage access permissions, group memberships, and mailbox configurations. o Install and manage add-ons, utilities, and plug-ins required for collaboration tools. o Advise on better utilization of existing and emerging collaboration technologies. o Monitor performance and recommend infrastructure changes to improve user experience. Messaging Services o Create and delete mailboxes in accordance with procedures. o Manage mailbox configurations, permissions, distribution lists, and encryption policies. o Enforce mailbox quota policies and support encryption methods. o Maintain allow/block lists and support email recovery, mailbox moves, and SMTP relay configuration. o Troubleshoot mail routing, NDRs, SMTP relay, and malware/hoax assessments. Assist with malware and hoax assessments and legal hold data restoration. o Support automation scripts for provisioning Microsoft 365 email services. o Maintain and correct entries in the global address book. SharePoint Administration o Provide remote support and troubleshooting for SharePoint users. o Install, configure, and support SharePoint platforms (on-prem and hosted). o Administer SharePoint farms and perform database administration, team sites, and content migrations. o Support OneDrive, video conferencing systems, and collaboration utilities. o Manage web and service applications within SharePoint. o Create and administer team sites, configure site services, and support content migrations. o Provide out-of-the-box site modification and configuration support. MS Teams Administration o Administer, configure, and support Microsoft Teams, including channels, policies, and compliance settings. o Manage Teams integration with other Microsoft 365 services (SharePoint, Exchange Online, OneDrive, Power Platform, etc.). o Configure and manage Teams voice and telephony (Direct Routing, Calling Plans, SBC integration). o Monitor Teams health and performance using Microsoft 365 Admin Center and PowerShell. o Implement governance, security, and compliance policies for Teams usage. o Manage Teams lifecycle--creation, archiving, and retention policies. o Troubleshoot issues related to Teams meetings, chat, presence, file sharing, and connectivity. o Collaborate with network and security teams to ensure optimal performance and adherence to organizational policies. o Provide L2/L3 support, including root cause analysis and incident management. Enterprise Voice o Configure and manage Teams Phone, Calling Plans, Direct Routing, and Operator Connect. o Support Teams Rooms, certified devices, and meeting room technologies. o Troubleshoot call quality issues, routing problems, and device compatibility. o Collaborate with telephony providers and Microsoft support for escalations. o Design and plan on the Voice Gateway end with Trunks o Implement and configure Trunks, routes on Voice Gateway o Monitor and manage the performance of the Teams with enterprise voice system ________________________________________ Professional & Technical Skills: o Hands-on experience with: o Microsoft 365 E3 and E5 licenses o Exchange Online, Microsoft Teams, SharePoint Online o Azure AD integration, compliance policies, application deployment o PowerShell scripting, automation tools o Strong understanding of: o Messaging infrastructure and mail flow o SharePoint site architecture and administration o Teams site configuration and governance o Excellent problem-solving, analytical, and communication skills o Ability to develop and maintain SOPs, technical documentation, and training materials o Proven ability to collaborate with cross-functional teams and align services with business needs o Good to have certifications o Microsoft 365 Certified: Enterprise Administrator Expert o MS-102: Microsoft 365 Administrator o Microsoft Certified: Messaging Administrator Associate o Microsoft Certified: Teams Administrator Associate o Microsoft Certified: SharePoint Administrator o ITIL Foundation Certification ________________________________________ Additional Information: o This role requires coordination with global teams and vendors. o Must be able to manage multiple priorities in a fast-paced environment. o Familiarity with enterprise ITSM tools and SLA tracking is preferred. o Familiarity with the Webex Meeting tool and prior work experience are preferred. o Expected to proactively recommend improvements in tools, processes, and technologies. o Will be responsible for maintaining compliance with organizational standards and policies. o 7+ years of experience o Minimum 15 years of full-time education, with a Bachelor or engineering degree.




15 years full time education