**Experience** + Experience with Exchange implementation(s) or another cloud environment + Extensive knowledge of and ability in use of at least two versions of Exchange 2013/2016/O365 + Good understanding of Microsoft Teams Calling Plans + Experiences with Microsoft Teams-Certified Devices an advantage + Good understanding of SIP methods and signaling + Basic knowledge of Active Directory concepts + Extensive experience on managing ADFS and WAP Servers + Advanced knowledge on Identity Access and Management (IAM) + Azure AD + Azure AD MFA + Azure AD App Proxy + Azure AD SSPR + Azure AD Connect + AIP + Familiarity with PowerApps and PowerAutomate + Key Performance Indicators + CSATs + Technical Assessments + Evidence of sharing and re-use of knowledge + Correct management of processes followed to deliver service + Improvement/enhancements to service delivery + Known errors with workarounds or fixes loaded in knowledge database **Job Purpose** + To provide 2nd & 3rd level support on the customer's M365 tenant / infrastructure **Responsibilities** + Planning and implementing Exchange platform upgrades and understanding the customer’s environment to be able to modify standard deployment packages conforming to the unique security architecture in place + Evaluating the current environment, supporting the creation of a platform roadmap, analyzing systems performance, and recommending corrective and preemptive actions + Conceptualizing, designing, and implementing solutions to problems reported or discovered + Administration of Office 365, Exchange Online, Teams via PowerShell + Plan, Configure and Troubleshoot Email Flow in O365 + Review Email flow in O365 (including customer email security services, if any) + Configure accepted and remote domains + Plan and configure connectors and transport rules + Plan and configure Email Protection in O365 + Review and plan Exchange Online Protection + Configure Email Filers such as malware, connection, and SPAM. + Manage Exchange Online Recipients + Create / Remove / Modify all recipient types (User, Shared, Equipment Mailbox) + Troubleshooting, Root cause analysis of issues within Exchange such as: + Mail delivery issues + Routing issues + Calendar issues + Troubleshooting, Configuration and Management of MS Teams Admin Center + Teams Settings + Teams Policies + Teams Upgrade Settings + Teams External Access + Troubleshooting / isolation / root cause analysis of call quality issues + Troubleshooting, Configuration and Management of MS Teams Phone Systems + Audio Conferencing + Direct routing + Call Queues & Auto Attendant, etc. + Generations / Report Extractions of within MS Teams + Analytic & Reports + Usage Reports + Call Quality Dashboard + Demonstrates specific knowledge of the function and makeup of MS SharePoint. + Maintain and manage SharePoint sites, not limited to + Creating and configuring new sites + Adding document libraries + Creating and configuring lists and forms + Backing up SharePoint sites + Monitor bandwidth usage + SharePoint tools like ULS Logs, workflows to automate business processes, and SharePoint forms for tasks, such as creating expense report + O365 Service Health Automation knowledge is good to have + Create technical documentation for training of end users and maintenance of the environment. + Utilize the knowledge in the customer environment, deliver timely and high-quality support to customer problems and requests focusing on root cause analysis, prevention, knowledge transfer + Manage escalations and sub-cases to ensure timely and high-quality resolution of all issue + Weekly / Monthly Report Generation – License usage, etc. **Requisition ID** : 11478