Messaging Services Senior Specialist - ProofPoint Email Security

• Providing steady state support to the email and collaboration infrastructure, handling on-call support responsibilities, handling escalations, critical issues, upgrade and maintenance activities
• Expert on M365 services-Microsoft Teams, M365 productivity apps and SharePoint Online
• A customer-centric approach with a focus on delivering high-quality support
• Understanding their requirements and creating a positive client experience throughout the total client journey
• Flexible working in shifts supporting 24X7 steady state operations
• Works on abstract and complex problems requiring evaluation of intangible variables
• Integrates trends, data and information into plans, deliverables and recommendations
• Provides advanced technical support within area of expertise to clients on complex integration issues and escalation
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions
• Regularly exercises discretion and independent judgment on technical matters
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job
• Builds deeper understanding of processes, procedures, customers and organization
• Support and Administration of Microsoft Teams across the organization, including integration with other Microsoft 365 services
• Monitor Teams usage, performance, and reliability, proactively addressing issues to ensure optimal service delivery
• Administer Teams policies, settings, and permissions based on business requirements and best practices
• Provide technical support and troubleshooting for Teams users, resolving issues related to chat, meetings, calls, and file sharing
• Supporting users, configuring network settings, managing user access, and setting usage policies for M365 apps Viva suite, Power Automate and Sway
• Respond to and resolve user support requests, incidents, and service tickets related to M365 applications and services
• Plan and execute changes to the M365 services and environment, ensuring minimal disruption and effective communication to stakeholders
• Collaborate with IT security to implement and maintain security, compliance, and data retention policies within Teams
• Manage Teams lifecycle, including creation, archiving, and deletion of teams and channels
• Train and educate users on Teams features, updates, and best practices to maximize adoption and efficiency
• Coordinate with other IT staff to integrate Teams with third-party applications and services as needed
• Maintain documentation on Teams configurations, procedures, and troubleshooting guides
• Stay up to date with Microsoft Teams updates, new features, and emerging technologies
• Knowledge Microsoft Teams Phone System, including direct routing, calling plans, and integration with on-premises or cloud-based telephony infrastructure
• Familiarity with SIP, PSTN, VoIP protocols, and telephony concepts
• Interact with Microsoft support to resolve tenant-level issues or service outages
• Collaboration components configuration management
• Search engine configuration management and Content management configuration support
• Manage site collection administration, permissions, content types, lists, libraries, workflows, and templates
• Configure advanced features such as hub sites, managed metadata, search optimization, and retention policies
• Utilize monitoring tools and analytics (e.g., Microsoft 365 Security & Compliance Centre, SharePoint Admin Centre) to track usage, performance, and compliance metrics
• Generate and present regular reports to management

• Bachelor's degree in computer science, Engineering, or related field
• 5+ years of experience Microsoft Teams, M365 apps and Exchange Online
• Microsoft 365 certification preferred
• Good analytical, excellent communication and problem-solving skills
• Energetic, self-motivated and self-sufficient in accomplishing tasks
• Strong verbal and written communication skills, with the ability to explain technical concepts to end users
• Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning

Microsoft 365 certification preferred