Role:
- Administering O365 and Exchange hybrid environments, supporting 40,000+ users with their requests and problems related to these infrastructures.
- Identifying process gaps, performing process improvements and alignments to ensure flawless execution and flow.
- Implementing automated jobs through PowerShell scripting to address process gaps, following proper change management procedures.
- Designing solutions to enhance service efficiency and productivity.
- Fulfilling the role of L3 support for complex issues or escalations from the team.
- Handling and supporting the bank's new projects, including developing new environments, decommissioning existing environments, and migrating to new systems, requiring assistance.
- Configuring end-user Microsoft Exchange suite elements such as distribution lists, shared mailboxes, meeting room mailboxes, OneDrive, and transport rules.
- Administering and managing OneDrive, SharePoint, MS Teams, Microsoft Voice, and Microsoft Recording.
- Troubleshooting issues on email gateways (EOP, TrendMicro).
- Configuring and managing softphone deployment for voice, supporting Microsoft Teams calling, recording, meetings, and direct routing.
- Basic knowledge on Windows server, VMware and Citrix and Printer servers.
- Training and coordinating with IT Helpdesk, Exec IT, engineers, and end-users on collaboration tool usage and addressing process gaps.
- Performing support duties for a large enterprise, including optimization, system evaluation and analysis, change management, and customer support.
- Creating troubleshooting steps and how-to instructions on Confluence pages.
Requirements:
- At least 6 years of hands-on operational experience in messaging and collaboration, specifically Exchange hybrid, with skills in MS Teams/Skype for Business with enterprise voice.
- Experience with email gateways (EOP, TrendMicro, IronPort, etc.).
- Experience and knowledge in process improvements using scripting techniques.
- At least 4 years of proven experience as an L3 escalation engineer for operational issues and problems.
- Experience in the financial sector is preferred.
- Hands-on operational experience in troubleshooting messaging and O365 environments with PowerShell scripting knowledge.
- Scripting and automation experience in PowerShell, Python, and Graph API to automate business processes.
- Power BI and Azure dashboard experience.
- Microsoft certification (Teams Administrator Associate/Collaboration Communications Systems Engineer Associate).
- Understanding of Microsoft 365 services (Azure, Exchange, O365, etc.).
- Experience with Azure Active Directory (AD) groups and Microsoft (M365) groups.
- Experience using ticketing systems like HPSM, Infinity, or JIRA.
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