Microsoft 365 Support Engineer

Microsoft 365 – Collaboration Services and SharePointResponsibilities: • Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services• Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided• Provide support on Microsoft 365, includingMail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss PreventionSharePoint Online & OneDrive including permission and access including guess access etcMicrosoft Teams related troubleshooting and support for end usersHands on knowledge on SharePoint Server Patching, deployments, etc.• Co-ordinate with other teams appropriately to ensure speedy resolution of issuesExtensive SharePoint Knowledge: Understanding of SharePoint architecture, features, and functionalities.Microsoft 365 Expertise: Familiarity with other Microsoft 365 services, particularly Teams and OneDrive• Update the knowledge base and documentation of issues and solutions• Manage and Support Office 365 Mailboxes, Groups etc• Team and collaboration skills• Vendor Management and coordinationTechnical Skills:Should have min of 3-4 years’ experience working with a large client using Microsoft 365Good analyzing and troubleshooting skillsSound understanding on Identity management, and application integration is required.Work experience in a Hybrid setup would be an added advantageProcess Skills: Must be open for 24x7 operationsIncident Management + Change Management (Planning & Execution)Handling On - call EscalationsMonitoring and maintaining SLA requirements for the tickets queue and managementProcess adherence & Security complianceKB preparation and review, Knowledge sharing & documentationRoot cause analysis / Problem ManagementShould have good written and communication skillsA candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.DisclaimerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.