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Office 365 Messaging Solutions Engineer

2 months ago

Manchester, United Kingdom Cognizant Full time
About the Role

Cognizant is seeking a highly skilled Office 365 Messaging Solutions Engineer to join our team. As a key member of our Cloud, Infrastructure & Security Services Practice, you will be responsible for delivering end-to-end solutions covering architecture, design, implementation, management, and ongoing support across the entire enterprise technology infrastructure.

Key Responsibilities
  • Day-to-Day L3 Support: Provide level 3 support for Office 365 messaging, Microsoft Exchange, and mail issues, ensuring timely resolution and customer satisfaction.
  • Ticket Management: Complete tickets efficiently, prioritizing customer satisfaction and adhering to incident management processes.
  • Process Improvement: Suggest and implement improvements to operational processes through automation, enhancing overall efficiency.
  • System Monitoring: Monitor Microsoft O365 systems and licensing, reacting promptly to alerts or escalated outage tickets.
  • On-Call Support: Participate in on-call support shifts, ensuring seamless coverage and timely issue resolution.
  • Collaboration and Knowledge Transfer: Work closely with Level 1 & 2 ServiceDesk/Support teams to hand off escalations, notify of system issues, and provide knowledge transfer.
  • Engineering Team Collaboration: Collaborate with other Level 3 Engineering Teams to transfer knowledge and update product/service owners of issues.
Requirements
  • Strong Support Experience: Proven ability to handle support for major issues efficiently and effectively to full resolution.
  • Azure and O365 Expertise: Strong experience with Azure, O365, and related admin portals (Exchange Online, Teams, SharePoint Online, etc).
  • PowerShell and Automation: Solid understanding of PowerShell and experience in automating tasks.
  • Troubleshooting Skills: Solid understanding of using tools like MFCMAPI, Wireshark, Netmon, etc. to investigate O365 issues and network problems.
  • Mail Flow and Security: Experience with mail flow troubleshooting, Microsoft Defender, and Cisco IronPort technologies.
  • Audio/Video Conferencing: Experience supporting Zoom and other audio/video conferencing technologies.
  • ITIL Knowledge: Knowledge of ITIL standards, Problem, Incident, and Change Control, and ticket management.
  • ServiceNow or ITIL Ticketing: Experience using ServiceNow or other related full ITIL ticketing systems.
Desired Skills
  • Microsoft Intune and Azure AD: Experience or basic understanding of Microsoft Intune, Azure AD, Power Automate, Azure Virtual Desktop, MDM, and Application Packaging.