Administrator

JD for Exchange Support Engineer Strong knowledge of Microsoft Exchange Online Office 365 and related technologies Experience with email security protocols spam filtering and email encryption technologies Manage and maintain the Exchange Online environment including user mailboxes distribution groups shared mailboxes and resource mailboxes Address and resolve issues related to mailbox corruption inaccessible mailboxes and mailbox size limits Expertise in Outlook client troubleshooting including issues related to synchronization profile configuration and connectivity Provide advanced troubleshooting and resolution for complex email issues including mail flow problems delivery delays and NDRs Non-Delivery Reports Monitor and ensure the health performance and security of the Exchange Online infrastructure using tools like Exchange Admin Center PowerShell and third-party monitoring solutions Experience troubleshooting mail flow issues including spam filtering DKIM DMARC and SPF configurations Manage user access and permissions ensuring compliance with organizational policies and security standards Troubleshoot and resolve user issues related to mailbox access email delegation and permissions Implement and configure Exchange Online features and settings to optimize performance including quotas email retention policies and spam filtering etc Troubleshoot and resolve issues related to Outlook synchronization configuration setup and installation Maintain comprehensive documentation of the Exchange Online environment including configurations procedures and incident reports Stay current with industry trends best practices and emerging technologies related to Exchange Online and Office 365 Strong communication and interpersonal skills Role PurposeThe purpose of the role is to resolve maintain and manage clients software hardware network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfactionDo Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network server system storage platform infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised dial home email chat IMS ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets service Installing and configuring software hardware requirements based on service requests 100 adherence to timeliness as per the priority of each issue to manage client expectations and ensure zero escalations Provide application user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests issues are resolved in a timely manner Stakeholder InteractionStakeholder Type Stakeholder Identification Purpose of Interaction Internal Project Manager For governance and client relationship management On-site project team To resolve the complex problem issues at the site Lead Sr Administrator Guide the administrators with the complex problems External Client Resolving the tickets queries and servicing themDisplayLists the competencies required to perform this role effectively Functional Competencies Skill Process Excellence - Ability to follow the standards and norms to produce consistent results provide effective control and reduction of risk - Expert Systems Thinking - Understanding of the Wipro system interrelatedness interdependencies and boundaries and perform problem solving in a complex environment - Competent Technical knowledge - knowledge of the various devices network etc which the administrator have to service - Expert Competency Levels Foundation Knowledgeable about the competency requirements Demonstrates in parts frequently with minimal support and guidance Competent Consistently demonstrates the full range of the competency without guidance Extends the competency to difficult and unknown situations as well Expert Applies the competency in all situations and is serves as a guide to others as well Master Coaches others and builds organizational capability in the competency area Serves as a key resource for that competency and is recognised within the entire organization Behavioral Competencies Problem solving Execution excellence Passion for results Collaborative working DeliverNo Performance Parameter Measure 1 100 adherence to SLA timelinesMultiple cases of red timeZero customer escalationClient appreciation emails 2 Office 365 - Exchange Online