Microsoft 365 Support Engineer

Microsoft 365 – Collaboration Services and SharePoint

Responsibilities:

• Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services

• Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided

• Provide support on Microsoft 365, including

Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention

SharePoint Online & OneDrive including permission and access including guess access etc

Microsoft Teams related troubleshooting and support for end users

Hands on knowledge on SharePoint Server Patching, deployments, etc.

• Co-ordinate with other teams appropriately to ensure speedy resolution of issues

• Extensive SharePoint Knowledge: Understanding of SharePoint architecture, features, and functionalities.

• Microsoft 365 Expertise: Familiarity with other Microsoft 365 services, particularly Teams and OneDrive

• Update the knowledge base and documentation of issues and solutions

• Manage and Support Office 365 Mailboxes, Groups etc

• Team and collaboration skills

• Vendor Management and coordination

Technical Skills:

Should have min of 3-4 years’ experience working with a large client using Microsoft 365

Good analyzing and troubleshooting skills

Sound understanding on Identity management, and application integration is required.

Work experience in a Hybrid setup would be an added advantage

Process Skills:

Must be open for 24x7 operations

Incident Management + Change Management (Planning & Execution)

Handling On - call Escalations

Monitoring and maintaining SLA requirements for the tickets queue and management

Process adherence & Security compliance

KB preparation and review, Knowledge sharing & documentation

Root cause analysis / Problem Management

Should have good written and communication skills

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.