Experience
• 5–8 years of relevant experience in Microsoft 365 messaging and collaboration platforms.

Primary Responsibilities:
• Provide support for Exchange Online and Microsoft Teams.
• Troubleshoot mail flow issues, mailbox access, and client connectivity problems.
• Basic administration of SharePoint Online.
• Experience with Slack administration and integration.
• Manage and support:
o Mailboxes, shared mailboxes, distribution lists.
o Exchange transport rules and connectors.
o Teams' policies, meetings, and calling features.
• Monitor service health and proactively address incidents.
• Handle incident, service request, and problem management tickets.
• Perform root cause analysis (RCA) for recurring issues.
• Ensure adherence to SLAs and operational procedures.
• Train/assist the service desk team to improve FCR (First Contact resolution).

Secondary Responsibilities / Skills:
• Exposure to SendGrid (nice to have).