Associate Manager Infrastructure Services

SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE

• Installing, configuring and maintaining Win2012, Win2016 Win2019 servers, Exchange 2016, exchange 2019 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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