What are the responsibilities and job description for the Microsoft office 365 and Teams support position at United It Solutions Inc?
Title: Microsoft office 365 and Teams support (L2)
Location: Cincinnati OH-5 days from Office
Mode: Contract
Job Description
- L1 and L2 Support Scope
* Distribution List & Group Management
* Exchange Online Support – Mailbox lifecycle management, mail flow troubleshooting, spam filtering, email box recovery and transport rules.
* Coverage during offshore hours with 24X 7 support
* Exchange on-prem support – Exchange server management, Mailbox Lifecycle Management, access, permissions, mail flow & connectivity management, Mailbox recovery troubleshooting & monitoring, performance optimisation, patch management, Mail server health analysis, Exchange Policies & System Administration, Exchange Services troubleshooting
* SharePoint Online Support – Application deployments, create & manage Site collection management, permissions, document collaboration, and user profile sync, Configuration of lists & libraries
* Mail flow configuration
* SharePoint & OneDrive advanced permissions and security management.
* OneDrive support- Sync issues, storage issues, access, sharing
* Effective communication with end users, including VPs and SVPs, is essential for success in this role. Team members must demonstrate excellent communication skills and the ability to work productively and efficiently with all levels of Fifth Third Bank employees, including senior management, when needed.
* L2 support team will be included as first-level on-call support, responsible for answering pages, addressing issues, and joining bridge calls as needed.
* Escalations to L3 support are expected for complex issues, but the volume of issues escalated should not increase from current levels
* SLK Onsite resource will be available during FTB business hours to address any issues that arises
* Power Platform environment support (permissions, basic app and flow troubleshooting)
* Support for Microsoft Teams, Streams & Forms
* Based on the ticket analysis of 1year data Baseline ticket supported per Year
### **M365 L1 (Level 1) Responsibilities**
- Provide basic support and troubleshooting for Microsoft 365 services like Exchange Online, SharePoint, and Teams.
- Assist with user account management, including password resets and access permissions.
- Monitor system performance and escalate issues to higher levels if needed.
- Handle routine tasks such as email configuration and basic troubleshooting.
- Document incidents and resolutions in the ITSM tool.
### **M365 L2 (Level 2) Responsibilities**
- Perform advanced troubleshooting for Microsoft 365 services, including resolving complex issues with Exchange Online, SharePoint, Teams,
- Manage and configure M365 applications and services to meet organizational needs.
- Collaborate with L3 teams for escalated issues and provide feedback on recurring problems.
- - Maintain and update technical documentation and knowledge bases.
Job Type: Contract
Pay: $35.00 - $40.00 per hour
Expected hours: 40 per week
Schedule:
- Monday to Friday
Ability to Commute:
- Cincinnati, OH 45205 (Preferred)
Ability to Relocate:
- Cincinnati, OH 45205: Relocate before starting work (Preferred)
Work Location: In person
Salary : $35 - $40
