Technical Specialist - Ad/exchange (l2) Job in Softline

JOB TITLE

2nd line support engineer / AD/ Exchange L2

MISSION

Provide second line support to customer users, analyze problems, and offer solutions to issues that cannot be addressed by tier 1(L1engineer)

GOALS AND OBJECTIVES

• 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.

KEY TECHNICAL SKILLS AND KNOWLEDGE

Certifications

Microsoft 365

Education Required

Bachelor s or master s degree in or equivalent experience in industry related discipline.

Experience Required

5+ years

Workdays

8 hours shift and 6 days working

Technical Skills (Core)

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

Technical Skills (Advantage)

Active Directory; SQL server; Windows 10; Exchange Server, Exchange Federation; DHCP; AD Sync & SSO, Azure AD, AD Trust, WSUS, Print Server and File Server; Windows Server & Client (OS); Intune; Microsoft Identity Manager (MIM); Hyper-V; EMS; SCCM

Soft Skills

Proficiently communicate (Read & Write) in Neutral English with Domestic & International customers

Behavioral Skills

Should be a Team Player; possess professional attitude towards work and business ethics; leadership qualities.

Language

English, Hindi