O365 L2 Support

Description; 

 

•            Management and support of the Exchange environment, mixture of vendor managed and on-premises.

•            Attending meetings such as Operational, Capacity etc… and taking ownership for actions.

•            Performing monitoring, escalation, incident handling, change processing, firewall checks, standard reporting, monthly consumption analysis and reporting, developing and maintaining Knowledge Articles.

•            Follow all guidelines and controls for each process to ensure compliance and quality.

•            Track the implementation of resolution tasks; collect, interpret and respond to changes in production data as appropriate; provide regular and reliable reporting of relevant data to meet management requirements.

•            Understand thoroughly the end to end application support process and escalation procedures and become fully conversant with all support tools that will be used to provide effective support in the relevant area.

•            Provide input and contribute in any and all product or service related audits.

•            Proactively engage Major Incident Management and maintain effective communications with stakeholders during downtime events.  Assist with resolution efforts and perform root cause analysis as needed on major incidents.

•            Identify risks, issues and product defects related to applications and/or services and drive their resolution.

•            Ability to work remotely for DR and BCM events.

•            Working with internal Teams and external Vendors

•            Review and respond to alerts generated by in house monitoring solutions and either resolve or escalate to vendor support

•            Ensure regular activity such as patching and backups is completing successfully

•            Raise and implement changes for both your own tasks and those from Engineering

•            Act as the point of contact for vendor supported Exchange environment for escalations

•            Sanity check any changes to the environments

•            Act as co-ordination point for projects taking ownership were necessary to ensure successful transition into production

•            Implementation of new initiatives handed across from Engineering

•            Troubleshooting in-house developed scripts

•            Produce process documentation and Knowledge base articles and "how to" guides

Experience/Exposure

•            Experience of 3 to 10 years working (of which 3 years must be as L2/L3 working with Exchange and related infrastructure )

Technical Skills

o            Exchange 2010, 2013, 2016, Exchange Online

o            Proven experience with Exchange Troubleshooting

o            Proven experience with TCP/IP networking

o            Proven experience with PowerShell

o            Working knowledge of IT applications, network infrastructure technology and the application of security components and corresponding interfaces