Responsibilities/Duties Include:
Provide level 2 and 3 support for users with messaging issues in an Exchange O365 hybrid environment, utilizing
Service Now ticketing system.
Working knowledge and experience with Service Now application.
Create and update documentation as needed, to assist Level 1 and Level 2 Help Desk personnel to resolve messaging
issues with users.
Recommend and initiate appropriate changes for streamlining messaging related user interfaces so that requests get
directed and handled efficiently, whether via self-help process (instructions and or automation) or directed to other
technical staff.
The liaison between the Exchange messaging team and Service Desk management to promote efficient collaboration
on messaging issues.
Required skillset:
Experienced and knowledgeable with supporting and troubleshooting hybrid Exchange on-prem/Office 365 cloud
environment (e.g. hybrid mode, cloud only mode, Exchange mailbox migration from on-prem to cloud environment,
cloud archiving mailboxes, PST files, etc).
Proficient with E-Mail security/spam protection/email firewall technologies; working knowledge and experience with
Proofpoint email firewall security gateway.
Knowledgeable with Office 365 administration of other applications such as OneDrive, O365 Advanced Threat
Protection, Teams, O365 Groups and O365 Management APIs.
Experienced with troubleshooting and working knowledge of various email clients connected to Exchange,
including Outlook (2016, Windows/Mac versions), OWA , Macmail and activesync devices.
Knowledge and experience of Active Directory.
Experience with Windows file system.
Experience with Windows share drives.
Excellent interpersonal and communications skills; ability to professionally interact with users, vendors, developers,
peer technical groups/staff and executive management.
Familiarity with other messaging related technologies, such as scanning, faxing (Rightfax), Lexmark Follow-me-print,
voicemail, etc.