COGNIZANT

Responsibility

• day to Day Tier 2 support of Office 365 issues
• responsible to complete tickets in a timely manner with customer satisfaction as a top priority
• suggesting and making improvements to operational processes through automation
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• monitoring Microsoft O365 systems and licensing and reacting promptly to alerts or escalated outage tickets and following Incident management processes
• to Support On Call support shifts
• responsible to Work closely with Level 3 Engineering Teams to transfer knowledge and update product/service owners of issues
• responsible to work closely with Level 1 & 2 ServiceDesk/Support teams to hand off escalations, notify of system issues, understand real time issue ticket metrics, and provide knowledge transfer

Requirements

• strong Experience handling support for major issues efficiently and effectively to full resolution
• strong experience with Azure, O365 and related admin portals
• solid understanding of PowerShell and experience in Automating tasks
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• experience or basic understanding of Microsoft Intune, Azure AD, Power Automate, Azure Virtual Desktop, MDM, Application Packaging
• experience with mail flow troubleshooting, Microsoft Defender and Cisco IronPort technologies
• experience supporting Zoom and other audio/video conferencing technologies
• knowledge of ITIL standards, Problem, Incident and Change Control and ticket management
• use of ServiceNow or other related full ITIL ticketing system
• solid understanding of using tools like MFCMAPI, Wireshark , Netmon, etc to investigate O365 issues and network problems, and display advanced troubleshooting skills
• manchester, Greater Manchester: reliably commute or plan to relocate before starting work

Trade

• information Design & Documentation
• Information Design & Documentation

Earnings for position engineer