Support Engineer

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O365 Support Analyst is an individual who works in our O365 support team. The primary function of this position is to be a support analyst handling Collaboration O365 Infrastructure by managing escalations, critical issues, and evolve the current services to meet business requirements. As a support analyst, you ensure that the operational support activities meet SLA and KPI in terms of availability, performance, security, and maintainability. Support activities must ensure operational excellence and drive continuous improvements in these activities.

Duties and Responsibilities

• Key member of our Escalation team interfacing, collaborating, and governing all work related to this role
• Must be available to work in 24/7 shifts on a rotational basis and available to support on-call during crisis situations.
• Operational support expertise and deep-dive into analysis, resolution, and on-call support.
• Ability to translate technical issues into understandable business language for end users.
• Serves as escalation point for office 365 support and troubleshooting by providing guidance and direction in resolution of escalated issues and/or complex production, application, or system problems.
• Responsible in providing detailed root cause analysis for incidents and handling problem management lifecycle.
• Troubleshoot and analyze technical problems to prevent future occurrence
• Monitor incident management and change implementation during GoLive.
• Organize communication with stakeholders on the activity (incident, crisis, new functionalities,).
• Should be able to restore and recover the platform quickly in in the event of a failure.
• Work closely with partners and internal teams to ensure that the platform meets security, SLA and performance requirements.
• Writing, updating KB documents.
• Debug complex problems and provide detailed RCA
• Set up reporting on performance/quality of the Level 2 operations
• Continuously test the resiliency of scripts/platform/infrastructure under various error conditions.
• Must be able to work in a team environment with a can-do attitude capable of overcoming difficult challenges.
• Define Service Standards and document configuration instructions
• Ability to translate technical issues into understandable business language for end users.
• Develops, documents, and enforces the standards, security procedures, and controls for access to ensure integrity of the Office 365/Exchange related systems.

Skills

• 3-5 years of operations support experience in Office and Office 365 applications and administration tools such as:
  • Microsoft SharePoint (Advanced)
  • Microsoft Teams (Advanced)
  • Microsoft Exchange/Outlook/Calendar/To Do (Advanced)
  • O365 Security and Compliance (Advanced)
  • Azure Active Directory (Advanced)
  • OneNote (Intermediate)
  • Yammer (Intermediate)
  • PowerShell, PowerBI (Intermediate)
  • Forms, OneDrive, Planner, Stream, Sway (Intermediate)
• Requires strong experience in operations management by executing rigorous ITSM (i.e. Incident, Problem and Change Management) process using ServiceNow
• Requires experience in the areas of change management, monitoring, and alerting, system security, system upgrades, patch management, and enterprise backup and recovery.
• Demonstrate Problem Solving skills by explaining complex problems in simple terms
• Identify process gaps/technical debts and put corrective actions in place by seeking continuous improvement and operational excellence. Strong focus on quality/performance indicators and seek opportunities in optimizing support activities
• Well-versed about the best possible ways to manage and maintain O365 environments
• Background in automation and scripting deployments.

Special skills / Certifications / Requirements if any

• Possession of or working towards Microsoft Office 365 Certifications
• Good to have ITIL V3/V4 Foundation and must be well-versed ITSM (i.e. Incident, Problem and Change Management) process execution.