Sr. Cloud Engineer M365 (L3)

Job Description:

Eligibility Criteria:

• Should have worked as a Level 2 engineers for at least 4 years and as L3 engineer for 2 years.
• Should at least have 6-7 years of total working experience in Microsoft 365 services.
• Should be Graduate or Above.
• Should have extensive working knowledge of Microsoft 365 cloud services.

Principal Responsibilities:                                  

• Responsible for providing high end Technical & Project based support & consultation for Office365 Cloud
• The candidate will be required to architect, design and implement solutions using different services & solutions offered by MS Office365 package
• Handle Tier 2 Office365 related issues.
• Help Tier 1 resources to address the Office365 related issues
• Troubleshooting the advanced Office365 issues and performing call backs ensuring issues are resolved in the defined SLA & appropriate solution is provided to the customer.
• Will be responsible for providing technical support to partners over the call (Inbound & Outbound), email or chat.
• Will be responsible for updating, sharing daily, weekly & monthly Office365 related tickets tracker & analysis.
• Resolving any global, cross-functional or work-team issues
• Defining key management routines and governance strategy to ensure effective business process execution
• Reporting and trending on the effectiveness of the solutions and standards
• Initiate improvements in tools, requirements gathering, processes, and people
• Responsible for investigating causes, tests solutions & suggesting solutions in place to reduce the time taken to resolve the Office365 related tickets.
• Understanding Office365 support priorities and objectives and taking an active role in accomplishing them.
• Should be able to use & provide advanced tools for Office365 issues diagnosis & troubleshooting
• Responsible for handling individual projects related to new implementations, improvisations or migrations to Office365 from multiple source platforms.

Behavioral Skills

• Excellent verbal & written Communication skills
• Should have excellent customer handling & listening skills
• Strong analytical skills
• Strong problem-solving skills
• Change Management & negotiating skills
• Quick decision maker and fast learner
• Experience in handling multiple tasks
• Very organized and team player
• Result Oriented & able to deliver within timelines

Technical Skills:

• Extensive knowledge of Win 7, 8, 8.1 & 10, 11,2003,2008 & 2012 servers OS
• Extensive knowledge of emailing: MS Exchange 2007, 2010, 2013 ,2016 & Online (O365)
• Extensive knowledge of SMTP, POP3 and Exchange mail protocols
• Extensive knowledge of Exchange Hybrid Configuration & Mail Flow troubleshooting
• Able to troubleshoot complex Exchange Online Mail Flow & Environmental Issues.
• Able to analyze Exchange Logs and provide RCA of the reported issues
• Exchange Online: Relevant experience on Office365 Exchange Online, Online Spam Filtering, Connectors, Transport Rule, DKIM, DMARC, Auditing, Retention & Archival policies, DLP, Message Trace & header Analysis, Public Folder Management. Should have extensive knowledge of on-prem & O365 Hybrid Environment.
• Microsoft Teams: Design, implement, and maintain Microsoft Teams Phone System environments, Manage Direct Routing and Operator Connect configurations, integrate Teams with existing PBX systems and SIP trunks, Troubleshoot complex voice quality issues and call routing problems, In-depth knowledge of SIP, RTP, and other VoIP protocols, Strong understanding of networking concepts (QoS, firewalls, SBCs), Experience with PowerShell scripting for Teams administration. Provide L3 support for Microsoft Teams, including troubleshooting and resolving complex issues related to messaging, collaboration, Teams Voice, and application integrations.
• Microsoft Intune (Endpoint Manager): Should have working knowledge on Microsoft Intune (Microsoft Endpoint Manager). Show have hands on experience in enrolling devices, compliance and configuration policies, Windows Autopilot, setting up Windows, Android, IOS, macOS enrollment, troubleshooting device enrollment issues, configuring applications on devices, Design, implement, and maintain Microsoft Intune infrastructure for device and application management, Develop and enforce security policies for diverse device ecosystems (iOS, Android, Windows, macOS), Integrate Intune with other Microsoft 365 services, including Azure AD, Endpoint Manager, and Conditional Access, Manage and troubleshoot issues related to device compliance, app protection policies, and conditional access.
• Azure AD (Microsoft Entra ID): Should have extensive knowledge in AZURE AD (Microsoft Entra ID) and AD Connect (Microsoft Entra Connect) implementation.
• Should have extensive experience in performance monitoring and troubleshooting activities in Office365 using advanced tools like PowerShell
• Should have extensive knowledge & experience in implementing ADFS Single Sign One with Office365 & configuring ADFS internal & proxy servers.
• Should have extensive experience in working with Exchange Backups and Restores using native backup tools and 3rd party backup software. 
• Extensive administrative Knowledge on other Office365 products like Skype for business, SharePoint online etc.
• Should have extensive knowledge of MS Office tools
• Extensive understanding of network protocols e.g. TCP / IP & mail traffic & DNS flows
• Microsoft Defender for Endpoint: Develop and optimize advanced hunting queries and custom detection rules, Analyze complex security incidents and lead threat hunting initiatives, Deep expertise in Microsoft Defender for Endpoint, including advanced features and integrations, Familiarity with threat intelligence platforms and their integration with Defender for Endpoint, Analyze and tune detection rules to reduce false positives while maintaining security efficacy, Identify and resolve performance issues related to Defender for Endpoint, Provide best practices for policy management and security baselines.
• SharePoint Online: Experience in configuring, managing, and supporting SharePoint Online, including site collections, document libraries, and permissions. Proficiency in administering OneDrive for Business, including user support, sync troubleshooting, and storage policies. Ability to use PowerShell for SharePoint Online and OneDrive automation tasks. Understanding of SharePoint permissions, groups, roles, and information governance. Familiarity with how SharePoint and OneDrive integrate with other Microsoft 365 services like Teams, Outlook, and Azure AD. Knowledge of SharePoint Framework (SPFx), Power Apps, and Power Automate for building custom solutions. Skills in identifying and resolving technical issues with SharePoint and OneDrive, including user sync issues and access problems. Understanding of compliance features in SharePoint and OneDrive, such as data loss prevention (DLP) and retention policies.

Preferred Certifications:

• MS-700: Microsoft 365 Certified: Teams Administrator Associate
• MS-102: Microsoft 365 Administrator
• MD-102: Microsoft 365 Certified: Fundamentals
• SC-300: Microsoft Certified: Identity and Access Administrator Associate
• SC-400: Microsoft Certified: Information Protection and Compliance Administrator Associate.

Work shift - US shift, Hybrid working (remote & office as and when required)