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Support Analyst

5.00 to 8.00 Years   Mumbai City   28 Mar, 2019
Capgemini
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

  • Participate in supporting business solutions dependent on the Office 365 environment including all O365 services Exchange On Line Skype for Business OneDrive Yammer
  • Provide second and 3rd level support to Service Desk and Desk Side agents to help resolve end user escalations Engage with end users for in depth troubleshooting for persistent or uncommon issues
  • Provide technical advice and coaching to Internal Service Desk and Desk Side support staff Update service Knowledge Base and Service Recover Documents with new solutions
  • Escalate to vendor critical incident and support Problem Management when assigned Complete all assigned incidents thoroughly and within committed SLA s Knowledge and Skill
  • Good understanding of troubleshooting techniques for O365 services Strong analytical evaluative and problem solving abilities ability to focus on timely and efficient resolution andability to realize when to escalate if required
  • Ability to support non technical staff and to participate in in depth technical discussions
  • Good understanding of risk management concepts Experience with working in a 24 7 operational environment
  • Experience 5 years of Microsoft end user services including Exchange Outlook Windows OS and O365 Services
  • CollegeDegree in Computer Science or equivalent experience vendor certifications preferred Strong technical project leading responsibilities Strong understanding of Active Directory Good knowledge of networking and network topology
,

Keyskills :
servicedeskenvironmentunixslaexchangemicrosoftsciencejavawindowsriskmanagementcoachingproblemsolvingetwktopologysqlplsql

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