Office365 Engineer

Job Description

The job profile is responsible for working on day-to-day operational activities with regards to Workforce Productivity 24x7 Support team. Work closely and under guidance and direction of Team Leads/Manager Operations for day-to-day tasks. Ensure to respond to customer s tickets within the published Service Level Agreements. Required to work in rotational shifts in 24x7, 365 days a year support environment and over weekends as per designed shift roster.Job Description/ Principal Functional Responsibilities

• Provide L3 support to Emerson Enterprise customers with for the below applications/services and more:

• Microsoft Power Platform (PowerApps, Power BI, Power Automate)
• SharePoint Server/O365 & SharePoint Online
• Office365 collaboration services like Yammer, Teams, PowerBI, Delve, Sway, Outlook365
• ProofPoint email security
• Cisco WebEx
• Microsoft O365 cloud hosted mailboxes

• Strong knowledge of developing and/or deploying low-code/no-code solutions using Microsoft Power Platform and its suite of applications.
• Provide support to customers on issues related to Power Platform applications like Power Automate, Power Apps, Power BI, Viva, etc.
• Strong knowledge of managing and troubleshooting of SharePoint issues for both on-premise and cloud applications
• Monitor Service Desk tickets in all ticket queues to ensure SLAs are being adhered while providing utmost Customer Satisfaction for the support provided
• Act as the first level of escalation for customers and complaints regarding operational services
• Communicate activities and operational issues to Team Lead and/or Operations Manager
• Work on other tasks and/or duties as and when assigned to the team
• Ensure information related to any maintenance activities and operational issues is communicated to Business and/or end-users in a timely and professional manner
• Responsible for engaging with other teams while working on projects/issues to drive results quickly with least disruption to services
• Report to and communicate with higher management for critical changes and or any Severity 1 or 2 issues
• Ensures processes, policies and procedures are followed to ensure management is apprised of Priority 1/2 issues
• Communicate maintenance activities and operational issues to customers in a timely and professional manner
• Provide technical insights and/or help in decision making in various technical topics/issues.
• Attend meetings and discussions and provide inputs regarding aspects related to messaging operations team

, *Education

• BS/MS/Engineering in Information Systems/Computer Science/IT or equivalent degree course.
• Microsoft Exchange 2016/O365/SharePoint certification is preferred
• Training and/or certifications in Microsoft Power Platform (MS-700, MS-740, PL-100, PL-200, PL-400, PL-900, DA-100, etc.)
• ITIL foundation certification is preferred

Experience/Skills

• Minimum of 4 to 7 years of relevant experience in managing and supporting Workforce Productivity equivalent services and/or IT infrastructure
• Working knowledge and experience in supporting Microsoft Power Platform or other automation tools is preferred
• Knowledge/Specialization in self-administering or leading teams managing Microsoft Office 365 and SharePoint Online (O365) services is preferred
• Knowledge of ADFS, PowerShell scripting, Windows Servers, Active Directory is desirable
• Working experience of collaboration tools like Webex, Jabber, Teams, Zoom, is preferred
• Outstanding communication and interpersonal skills with the ability to understand technical and functional issues and clearly articulate solutions to clients and/or management.
• Ability to work with multiple teams with varying opinions/priorities while maintaining the integrity of the service.
• Ability to put across his/her opinion in an amicable way while ensuring no impact to services due to any changes
• Analytical and details-oriented approach with ability to communicate technical knowledge to variety of audiences
• Knowledge/Familiarity of handling ITSM via ServiceNow, HPSM or any other ticketing processes and monitoring tools like PowerBI, SolarWinds, SCOM, etc.

Keyskills :
customer supportoffice 365microsoft officeactive directorypower biemail securityautomation toolsmonitoring toolsservice levelservice deskdrive results