Intern - IT Infra & O365

Job Description

Interested candidate may share profile to gauri.shedge@ambitsoftware.com Job Summary: We are seeking a detail-oriented Intern - IT Infra & O365 position to join our team. This role involves handling first-level support tickets and client communications, focusing on resolving issues and performing initial analysis. The resource needs to escalate more complex problems to the internal Level 2 (L2) team as needed. The position requires effective communication, technical proficiency, and the ability to work in rotational shifts to ensure 24/7 support coverage. Key Responsibilities: Support Ticket Management: Monitor and manage support tickets during assigned shifts, ensuring timely and accurate resolution of issues Client Communication: Acknowledge and analyse client emails to identify and understand issues. Provide clear guidance and relevant information to resolve first-level issues Issue Resolution: Resolve straightforward issues directly and provide clients with helpful guides and information Information Gathering: Request additional information from clients when necessary, to accurately diagnose and resolve issues Escalation and Follow-Up: Escalate complex issues to the internal L2 team and track the progress of these escalations to ensure prompt resolution Documentation: Update ticket progress notes and contribute to the knowledge base documentation to support continuous improvement Effective Communication: Maintain clear and professional communication with both clients and internal team members Shift Coverage: Work in rotational shifts to provide 24/7 coverage as required Required Skills and Experience: Office 365 Support: For the fresher role, familiarity with Office 365 will be preferred; for 1-3 years of experience, Level 1 (L1) Office 365 support is required, including proficiency in creating and managing email accounts, setting up and administering distribution groups, handling email forwarding, resetting passwords, managing shared mailboxes, configuring Outlook, and performing mailbox backups and restores. Technical Knowledge: Familiarity with Barracuda firewalls for the 13-year role. For fresher candidates, a general understanding of these technologies is preferable but not required. Communication Skills: Strong verbal and written communication skills, with the ability to convey technical information clearly. Team Coordination: Proven ability to work effectively in a team. Active Directory Domain Services (ADDS): Knowledge in Windows Domain forest, Domain controller, Active Directory services, group policies, Windows update services, certificate services, Azure AD connect, Exchange server.