Email and MS Exchange Support engineer

Principal Consultant - L2 Email and MS Exchange Support engineer

Location: Bangalore/Hyderabad/Pune/Delhi NCR/Chennai/Kolkata

Experience: 8-12 years

30 days joiners preferred.

nsenthil.kumar@genpact.com with Sub of "MS Exchange" along with notice period.

Responsibilities

• Applicants will perform Outlook & email infrastructure support and incident management.
• The candidate will be working with the Email and Team Productivity Support team.
• The team manages and supports multiple products within Microsoft 365, including Microsoft Outlook, Exchange Online, Mimecast, and the Delegation system.
• Provide technical expertise & excellent support for email-related issues at a Level 2 skillset. This experience should include deep knowledge of email infrastructure, M365, Exchange online, Mimecast and hybrid environment issues.
• Work closely with Level 1/1.5 support teams.
• Escalate complex issues to Level 3 engineers or vendors as needed.

• Applicants will perform Level 2 application support and incident management.
• The candidate will be working with the Productivity Tools team.
• The team owns and supports several products within Microsoft 365 including all Office applications, MS Outlook, multiple add-ins for the MS Office Suite, Adobe Acrobat and WinZip.
• Provide technical expertise & excellent support for our Microsoft 365 product applications at a Level 2 skillset. This experience should include deep knowledge of Office applications as well as troubleshooting COM add-ins across the suite, Adobe Acrobat and WinZip.
• Work closely with Level 1/1.5 support teams.
• Escalate complex issues to Level 3 engineers or vendors as needed.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor's / Master's degree in computer science engineering/technology)
• Technical certifications would be an added advantage

Preferred Qualifications/ Skills

• You will be supporting a global user community. Flexible work hours are required.
• A strong background troubleshooting on Enterprise Windows, Mac and iOS environments as well as the email client applications (Outlook/native mail) that reside on those platforms.
• Deep knowledge of Exchange online, Office 365, Mimecast, Delegation and hybrid environment issues.
• Demonstrated ability to diagnose and fix email flow problems, mailbox access issues, and connectivity errors.
• Understanding and strong knowledge in managing distribution lists, shared mailboxes, retention policies, and transport rules.
• Comprehensive knowledge of Active Directory, DNS, SMTP, Mimecast platform, delegation permissions and management system, email routing, message tracing, PowerShell scripts, Device Trust responsibilities.
• Evolving experience across Level 1/2 support roles in the technology stack previously described.
• ITIL and Major incident management knowledge.
• Strong comprehensive problem-solving skills to identify and solve issues quickly.
• Ability to work independently as well as part of a virtual, geographically dispersed team bringing a sense of urgency to the tasks at hand.
• Effectively handle difficult and stressful situations with poise, tact and patience, while demonstrating a sense of urgency.
• Strong analytical and troubleshooting skills, detail-oriented, and quality-minded.
• Exceptional verbal and written communication and presentation skills.