Collaboration Analyst

Profile Background

The Collaboration Analyst is responsible for basic day-to-day support of collaborations applications and solutions such as Microsoft Office 365, Exchange, Azure, software licensing etc. Help maintaining the service level agreements by using the tools provided, creates documentation and ensures that it is accurate and up to date under the guidance of Senior staff wherever necessary. The person shall be available by phone/IM/e-mail during normal working hours and by phone after-hours for critical issues.

What will you be responsible for

• Provides basic application support for Microsoft Office 365 and other collaboration-related applications
• Perform initial troubleshooting for issues impacting various collaboration tools under the guidance of senior staff
• Provides after-hours support for collaboration-related issues, as part of the on-call rotation.
• Manage tickets via the tools provided such as ServiceNow.
• Takes ownership of collaboration-related issues when on-call and coordinates all repairs under the supervision of Senior staff as necessary to return the server or application to its previous, normal operating condition as quickly as possible.
• Works with the Vendor such as Microsoft to troubleshoot the issues related to Vendor related products e.g. O35, Email, Azure AD etc.
• Participates in system downtime processes and system upgrades under Supervision.
• The person should be able manage the objects O365, exchange, Azure AD etc and should have hands on experience on exchange.
• Help maintain and organizaing the SOPs for different functions.

Who are we looking for

• 1-3 years of in supporting an enterprise in application such as O365, exchange, Outlook / Email , Azure AD etc.
• The person should have hands-on experience into tech like Service Now, Azure AD, tenants, on-prem exchange, Office 365 suite of applications etc.
• The person should have hands on experience in automation Powershell (Desirable).
• Excellent verbal and written communications skills equipped with strong analytical skills.
• Strong ability to generate world class documentation.
• The candidate should have exposure into customer support skills with ability to work with different level of people.