Application Support Analyst

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).

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