Customer Service Technician Ii

4 days ago

Gurgaon Haryana, India Rackspace Technology Full time

Job Title Customer Service Technician II CST 2 Job Location To be filled by the HR team Shift Night Shift 24 7 as per the requirement Experience 2- 3 years Job Summary We are seeking a skilled and customer-focused Microsoft 365 Frontline Support Technician to provide Tier 1 support for M365 services with a strong emphasis on Licensing Exchange Online and mail flow troubleshooting The ideal candidate will assist admins in resolving issues related to email Teams licensing and mobile access Key Responsibilities - Provide first-line support for Microsoft 365 services including Outlook Emails Teams and OneDrive - Manage user provisioning and license assignment - Troubleshoot Exchange Online issues such as mailbox access mail delivery failures and spam filtering - Perform message traces and interpret Non-Delivery Reports NDRs - Assist with mail flow configuration and routing MX records SPF DKIM DMARC - Support shared mailbox and resource mailbox setups - Apply and troubleshoot mail flow rules and transport policies - Escalate complex issues further as per the requirements - Document solutions and contribute to knowledge base articles - Provide training and guidance to frontline users on mobile and web access Required Skills Qualifications 2-3 years of experience in IT support preferably in Microsoft 365 environments - Strong understanding of Exchange Online and mail flow architecture - Strong understanding of Microsoft 365 licensing models - Knowledge of security and compliance features in Microsoft 365 DLP retention policies audit logs - Basic understanding of Microsoft Entra ID Azure AD Intune and Teams administration - Excellent troubleshooting and communication skills - Ability to work in a fast-paced shift-based support environment Soft Skills - Customer service orientation and empathy - Clear verbal and written communication - Team collaboration and adaptability - Problem-solving mindset Preferred Certification Microsoft 365 Certified Fundamentals MS-900

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