Job Description

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AD/Exchange


Provide second line support to customer users, analyze problems, and offer solutions to issues that cannot be addressed by tier 1(L1 engineer) This role is highly customer focused, requires ability and willingness to travel and to be able to work in a growing organization.

SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE

• Installing, configuring and maintaining Win2012, Win2016 Win2019 servers
• User Account administration, File and Printer administration
• Patch administration and deployment, Fine-tune the system for optimal performance.
• Troubleshooting Clusters and related issues in a SAN environment
• Troubleshooting Hardware and Operating system related issue
• Experience with OS, Installation, Upgrades and Patching.
• Hyper-V Administration Management
• Strong experience using Active Directory, DHCP, DNS, IIS 6.0/7.0, FTP, Print Server, Group Policy, WSUS, etc.
• Establish and implement policies, procedures, and technologies to ensure Windows system security.
• Strong understanding and experience with MS Exchange 2013/2016/2019 in an enterprise environment including backup and restore procedures, Front End/Back End setups, OWA, RPC/HTTPS, MAPI/HTTPS, message flow and security.
• Day to day administration, support, maintenance and monitoring of the MS Exchange 2013/2016/2019 infrastructure. Day to day troubleshooting of Outlook issues; Administration of mailboxes and Users accounts
• Public Folder creation, replication and rights assignments. Message tracking and troubleshooting to
• resolve mail delivery issues
• Configuration, management and troubleshooting of remote e-mail access using Outlook and OWA
• Patch and configuration management of MS Exchange. Good active directory knowledge to resolve Exchange related issues.
• Experience supporting Enterprise Anti-SPAM products. Administration and configuration of Enterprise Vault Servers

KEY RESPONSIBILITIES

• Respond Resolves all L2 issues / incidents / tasks for Customers either escalated from L1 support or end user via email, phone, or SM tool.
• Scope a customer s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.
• Establish a good working relationship with the customers and 3rd parties.
• Work on Trend Analysis and Problem management.
• Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and documented to KBDB.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
• Technically Groom L1 Resources to L2 Level
• Maintain high Quality of Service Support
• Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems.
• Maintain a strong customer focus.


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