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Provide L2 operational support and administration for enterprise messaging and collaboration platforms, ensuring high availability, performance, and user experience across environments.
Provide L2 support for Office 365, Exchange Online, and on-prem Exchange - Manage mailboxes, distribution lists, and shared mailboxes - Troubleshoot mail flow, delivery, and spam-related issues - Support collaboration tools such as Microsoft Teams and Zoom - Handle user provisioning, access management, and meeting issues - Manage permissions, roles, and access policies - Handle incidents and service requests as per ITSM processes - Escalate complex issues to L3 or vendors as required - Monitor platform performance and ensure SLA adherence - Execute approved changes and maintain configurations - Support security configurations like spam filtering and retention policies - Coordinate with vendors and internal teams for issue resolution - Maintain SOPs, documentation, and knowledge base
Microsoft O365 / Exchange Online administration - Microsoft Teams / Zoom or similar collaboration tools - Mail flow, SMTP, DNS fundamentals - Azure AD / Active Directory basics - ITSM tools (ServiceNow preferred) - Monitoring and troubleshooting tools
High availability of messaging systems - Timely resolution of incidents and requests - SLA adherence - Secure and compliant collaboration environment - Improved user experience
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