Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.

Must have skills : Microsoft Teams Infrastructure
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Career Level: 10
Job Title: Messaging & Collaboration
Skill: Exchange Servers, Exchange Online, SharePoint Online, OneDrive, MS Teams
Must Have Skills:

o Working knowledge of Exchange Servers, Hybrid environment, High Availability, Disaster Recovery.
o Should know of different licenses in Office 365 and different type of admin groups.
o Address client connectivity, client software, and mobility installation issues.
o Good understanding of Exchange Mail flows, Transport Rules, Retention Policies, RBAC, auditing and EOP filtering

o Day to day outlook/owa troubleshooting.

o Knowledge on Migration issues, Dir Sync will be an advantage.
o Good understanding on PIM, Conditional Access, Risk Policies and MFA configuration on Azure AD
o Knowledge on Cloud App Security to investigate alerts and configure policies.
o Good understanding of DLP, ATP, E-Discovery, AIP

o Should have knowledge of Change and problem management.
o Should be able to interact fluently with clients and with users on escalated tickets.
o Strong organization and technical delivery skills.
o Able to express concepts and provided information clearly and concisely.
o Knowledge on Exchange on premise, SharePoint Online, OneDrive and MS Teams.

Job Requirements:
o Responsible for service administration and account maintenance.
o Manage customer Office365 environment at L3 level.
o Address service availability issues within the customer s organizational span of control
o Manage services using supplier and the client implemented ITIL processes and practices. Operate and provide the day-to-day support.
o Project participation in global/local projects as required.
o Interact with Microsoft (Vendor) for critical and escalation issues for permanent resolutions.
o Maintain health of monitoring tools and reports data interactions/ integrations
o Execute and follow up any and all issues arising from operational checks, tasks and monitors (Tier II support)
o Participate in technical projects through design, build, test and deploy phases.
o Create documents for future references.

Technical Experience
o Should have 4 to 6 years in managing large Exchange Online and Azure Active Directory environment.
o Must needed Tools: Office 365 and Azure AD
o Work with third-party vendors / professional services and in-house developers as necessary
o Well versed with security aspects and maintain system security as per industry standards.

Professional Attributes:
o End to end incident, problem management with RCA.
o Be On-Call for critical issues.
o Review and recommend improvements within existing technical environment.
o Strong ITIL Process knowledge.
o Strong analytical, troubleshooting, and problem-solving skills.
o Work in shifts (24x7) and out of hours evenings, nights, weekends, and public holidays if required.

Educational Qualification:
o Higher Level Qualification in a technical subject is desirable.
o Any Microsoft Certification

15 years full time education