Provide Client Support By Monitoring Service Requests, Resolving Tickets, And Ensuring Timely Communication Of Updates, While Adhering To Defined Quality……
Handle day to day end-users’ issues related to outlook (outlook performance, account configuration, Shared mailbox, and calendar not accessible) and office application installation troubleshooting.? Troubleshot issue related to Users’ mailbox (Shared mailbox permission, Calendar permission, storage quota, Lost data from mailbox)? Identify and troubleshoot issues related to mail flow (User not receiving email from internal/external source, Email delivered with delay, Email got stuck in iron port quarantine, email marked as junk etc.? Coordinate with L-3 messaging Team after isolating the issues and escalate the ticket after adding findings.? Help Users to Activate ECCT record and changing Stewart created for email Relay: ?? Troubleshoot mail flow issue related to Application relay.? As per customer’s request assign mailbox permission, calendar permission, restrict email delivery for Groups.? Help users to increase storage quota of Shared and personal mailbox and recover their deleted email in case of accidental deletion.? Creation of new mailboxes for users in case automatic script does not work, coordinate with senior engineer in case the EXO auto licensing does not assign license to user.? Use SARA, MicrosoftTestconnectivity tool and other diagnostics tool to collect logs to perform advance troubleshooting.?? Follow-up with users on daily bases and document the troubleshooting and findings. Follow X3 strike in case of no response? ? Required Access to perform above steps: ? Exchange online and Exchange on-premises Admin Center? Automatic Run book access to perform mailbox permission related Tasks: https://apps.powerapps.com/play/fe920975-f783-4abf-b420-1303c994dd66?tenantId=fd799da1-bfc1-4234-a9… Net2Info access to check user and other mailbox related information? Admin rights to Install, repair office application on MD, GIL machine? Privileged account on IAM portal? IronPort Message Trace Access.
Key Responsibilities
1. Maintain And Troubleshoot Existing Microsoft Vdi Solutions And Rdsh Environments, Resolving Bugs And Supporting Both Major And Minor Enhancements Based On Client And Business Requirements.
2. Provide Client Support By Monitoring Service Requests, Resolving Tickets, And Ensuring Timely Communication Of Updates, While Adhering To Defined Quality Standards For Service Delivery.
3. Create And Maintain Documentation For Enhancements And Compliance With Cmmi Standards, Ensuring Alignment With Client Requirements And Internal Processes.
4. Offer Technical Guidance And Support To Junior Developers, Fostering A Collaborative Environment And Promoting Best Practices In Microsoft Vdi Solutions.
Skill Requirements
1. Proficient In Microsoft Vdi Solutions And Rdsh With A Strong Understanding Of Related Technologies.
2. Familiarity With Touch Services And Video/Telepresence Tools.
3. Basic Knowledge Of Software Development Principles And Best Practices.
4. Strong Analytical And Problem-Solving Skills To Address Client Issues Effectively.
Other Requirements
1. Optional But Valuable Certifications: Microsoft Certified: Azure Virtual Desktop Specialty, Itil Foundation Certificate In It Service Management
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HCLTechMelbourneProvide Client Support By Monitoring Service Requests, Resolving Tickets, And Ensuring Timely Communication Of Updates, While Adhering To Defined Quality……5d