Exchange Online Support Specialist
3 weeks ago
Summary :
We are seeking a highly motivated and customer-centric Exchange Online Support Specialist to join our team. You will play a critical role in providing exceptional technical support to our international end-users for all their Exchange Online needs.
This is a US shift-based position requiring strong troubleshooting and problem-solving skills.
Responsibilities :
Technical Support :
- Provide first-line technical support for Exchange Online features and functionality.
- Troubleshoot and resolve a wide range of mail flow issues including delivery failures, spam filtering, and mailbox access problems.
- Assist users with configuration issues related to Outlook clients and mobile devices.
- Manage user accounts, mailboxes, and distribution groups within Exchange Online.
- Implement security and compliance best practices, including configuring retention policies and managing permissions.
Communication and Collaboration :
- Collaborate with internal teams (e.g. escalation engineers) to resolve complex issues.
- Conduct knowledge transfer sessions to train new team members on Exchange Online procedures.
Knowledge and Skills :
- Strong hands-on experience with Exchange Online administration and troubleshooting.
- In-depth knowledge of Office 365 administration and various service offerings.
- Working knowledge of Active Directory and its integration with Exchange Online.
- Experience with Office 365 migrations is a plus.
- Understanding of Office 365 licensing models is preferred.
- Basic knowledge of SharePoint Online, Skype for Business, and Microsoft Teams is a plus.
- Familiarity with Exchange Server versions 2010, 2013, and 2016 is beneficial.
- Solid understanding of server roles and their functionalities.
Additional Responsibilities :
- Actively participate in daily ticket reviews to ensure timely resolution and high-quality service.
- Stay up-to-date with the latest advancements and features in Exchange Online.
Qualifications :
- 3-5 years of experience in supporting and administering Exchange Online or similar email platforms.
- Strong problem-solving and analytical skills with the ability to diagnose and resolve complex issues.
- Excellent communication and interpersonal skills, with the ability to build rapport with diverse user groups.
- Proficiency in Microsoft Office Suite.
- Ability to work independently and as part of a team.
- Experience working in a fast-paced, customer-service oriented environment.
- A strong work ethic and a commitment to continuous learning.
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