Application Support Analyst

Experience

• 5–8 years of relevant experience in Microsoft 365 messaging and collaboration platforms.

Primary Responsibilities:

• Provide support for Exchange Online and Microsoft Teams.

• Troubleshoot mail flow issues, mailbox access, and client connectivity problems.

• Basic administration of SharePoint Online.

• Experience with Slack administration and integration.

• Manage and support:

o Mailboxes, shared mailboxes, distribution lists.

o Exchange transport rules and connectors.

o Teams policies, meetings, and calling features.

• Monitor service health and proactively address incidents.

• Handle incident, service request, and problem management tickets.

• Perform root cause analysis (RCA) for recurring issues.

• Ensure adherence to SLAs and operational procedures.

• Train/assist the service desk team to improve FCR (First Contact resolution).

Secondary Responsibilities / Skills:

• Exposure to SendGrid (nice to have).

• Miro Administration.

• Conference Room Operations Support.

Required Skills:

• Strong hands-on experience with:

o Exchange Online (mail flow, security, hybrid concepts).

o Microsoft Teams (policies, voice, collaboration features).

• Knowledge of PowerShell for M365 administration.

• Understanding of Microsoft 365 security and compliance basics.

Good to have skills:

o Slack administration.

o Miro administration.

o Conference Room administration (MS Teams and Zoom).

o Airtable administration.

Soft Skills:

• Strong troubleshooting and analytical skills.

• Ability to handle high-volume ticket environments.

• Good communication and documentation skills.

Work Requirements:

• Willingness to work in a 24/7 rotational shift model.

• Ability to handle on-call support if required.