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The Messaging Services Advisor role involves providing expert support for Exchange Online and MS-Teams, ensuring seamless operations and customer satisfaction. Candidates should have a strong background in Microsoft 365 and collaboration tools, with responsibilities including complex issue analysis, mentoring, and reporting.
Job Responsibility:
Providing expert support for Exchange Online and MS-Teams, ensuring seamless operations and customer satisfaction
Performs complex issue analysis and may perform SME role on accounts
Providing steady state support to the messaging infrastructure, handling on-call support responsibilities, handling escalations, critical issues, upgrade and maintenance activities, mentoring team members and other day-to-day support operations
Provides deep subject matter expertise, advice and program delivery
Contributes to the development of new techniques and plans within area of expertise
Thorough understanding and management of customer business needs and expectations
Provide support on day-to-day operations in managing the email and collaboration services
Provides advanced technical support within area of expertise to clients on complex integration issues and is often in a lead role within major projects
Applies advanced training and experience to resolve difficult client problems where standard practice has failed
Performs root cause analysis on failed components and implements corrective measures
Mentors junior team members
Provide advanced support for various M365 services, including Exchange Online, SharePoint Online, OneDrive for Business, SFB/Ms-Teams, and other integrated applications
Manage and maintain the M365 environment, ensuring it is secure, up-to-date, and compliant with organizational policies
Implement and manage security measures to protect the M365 environment from threats
Maintain thorough documentation of the M365 environment, including configurations, changes, and troubleshooting procedures
Work closely with other IT teams to ensure seamless integration and operation of M365 services
Stay up to date with the latest M365 features, updates, and best practices
Identify opportunities for improving M365 service delivery and user experience
Requirements:
Bachelor's degree in Computer Science or a related field is preferred
Strong background in Microsoft 365 and collaboration tools
In-depth knowledge of SharePoint Online architecture, site collection administration, permissions models, and Microsoft 365 ecosystem
Experience with hybrid M365 environments and integration with on-premises systems
Knowledge of Active Directory and Azure Active Directory
Experience with Azure AD Connect and hybrid identity management
Knowledge on ITSM tools/platform to perform Request, Incident, Change and problem management
Exceptional customer service, problem solving, and communication skills
Ability to work independently with minimal management supervision and with a global team of engineers
Strong organizational and documentation skills
Flexible working in shifts supporting 24X7 steady state operations
Flexible working in shifts or US business hours for all required work done and during weekends
Nice to have:
Energetic, self-motivated and self-sufficient in accomplishing tasks
Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning
The ability to identify and implement innovative solutions to improve the efficiency and performance of M365 services