CIC - LA/M365, Exchange Online, Teams, Sharepoint/L3 Professional

• Provide advanced technical support and troubleshooting for Microsoft 365 services, including Exchange Online, Microsoft Teams, and SharePoint Online
• Act as an escalation point for Level 1 and Level 2 teams, ensuring resolution of complex issues and maintaining service reliability

Key Responsibilities

• Incident Management: Handle escalated tickets related to M365 services
• Perform root cause analysis and implement permanent fixes
• Exchange Online: Troubleshoot mail flow issues, mailbox migrations, and hybrid configurations
• Manage transport rules, connectors, and security policies
• Microsoft Teams: Resolve issues related to Teams meetings, voice/video calling, and integration with other M365 apps
• Troubleshoot Teams policies, compliance settings, and federation
• SharePoint Online: Address site collection issues, permissions, and document library problems
• Support workflows, Power Automate integrations, and customizations
• Administration & Configuration: Use PowerShell for advanced administration tasks
• Manage compliance, security, and governance settings across M365
• Collaboration: Work closely with Microsoft support for critical escalations
• Provide guidance and knowledge transfer to Level 1 and Level 2 teams
• Documentation: Maintain detailed troubleshooting guides and knowledge base articles

Required Skills

• Strong expertise in Microsoft 365 administration
• Advanced troubleshooting skills in Exchange Online, Teams, and SharePoint Online
• Proficiency in PowerShell scripting for automation and bulk operations
• Knowledge of Azure Active Directory, conditional access, and identity management
• Familiarity with security and compliance features in M365
• Excellent problem-solving and communication skills
• Experience
• 5+ years in IT support with at least 2 years in Level 3 or advanced M365 support
• Hands-on experience with hybrid environments and migrations