About Us
Next Generation of Technology Consulting
Our approach is built on delivering value by combining our powerful ecosystem of platforms with capital efficient execution.
We bring together deep domain expertise and our strength in technology to help the world's leading businesses build their digital core, optimize operations, accelerate revenue growth and deliver tangible outcomes at speed and scale.
Responsibilities
Job Description
- Strong oral and written communication skills.
- Respond to requests for technical assistance via phone, email, and chat.
- Enter and manage all incidents and problems in the incident management system, acting as a liaison between users and technical escalation teams.
- Knowledge of the ServiceNow ticketing tool.
- Proactively follow up on open incidents and provide status updates, ensuring tickets are managed from cradle to grave.
- Escalate problems to the appropriate teams when required.
- Maintain hygiene in ticket documentation, category selection, and overall ticket quality.
- Identify and learn the software and hardware used and supported by the firm.
- Where applicable, encourage users to utilize self-help resources and demonstrate how to find answers to common issues or FAQs.
- 24 years of relevant experience supporting Exchange on-premises, Online, and hybrid environments.
- Troubleshoot email delivery failures, perform mail tracking, and resolve complex email routing issues.
- Expertise in managing and supporting user queries/issues related to Shared Mailboxes, Distribution Lists (DLs), OST/PST files, and Mailbox Delegation.
- Knowledge of email security and compliance measures, including spam filtering, transport rules, connectors, SPF/DKIM/DMARC/MX records, retention and archival policies, Data Loss Prevention (DLP), and sensitivity labels.
- Manage Public Folder environments.
- Ability to create and run PowerShell scripts for Exchange operations and perform bulk changes.
- Provide advanced Tier II support for the Microsoft 365 suite of products (Outlook, Excel, Word, PowerPoint, OneNote, MS Teams, OneDrive, and SharePoint).
- Collect necessary application logs, collaborate with core engineering teams, and engage vendor support (e.g., Microsoft) to resolve complex issues.
- Maintain strong documentation standards by creating detailed knowledge base (KB) articles and troubleshooting guides for the support team.
- In-depth understanding of virtual machines hosted via ESX servers and Azure Virtual Desktops.
- Working knowledge of Active Directory, Networking, and Hardware.
- Ability to work extended hours when business needs arise.
- Flexibility to work in rotational shifts and on weekends, public holidays.
- Ability to work under high pressure
Requirements
Benefits
Cab facility
