Collaboration Engineer

Solid background in Office 365 and Exchange Online
Experience with Microsoft Exchange 2016 or later
Experience in supporting a hybrid Office 365 environment
Experience in Microsoft Windows, including Active Directory, and Entra ID (Azure AD)
Experience with patch and configuration management of Microsoft Exchange
2+ years of equivalent work experience
2+ years of Office 365/Exchange support experience
Good technical skills including Exchange 2016+, Office 365, Active Directory and Entra ID (Azure AD)
Hands-on experience in troubleshooting and problem and change management

Act as 3rd tier support for messaging related escalated issues
Handle and support Office 365 services including Exchange, SharePoint, Teams, and OneDrive
Ensure the reliability and scalability of Office 365 services
Involved in Major Incident Management processes including preparing Root Cause Analysis and implementing Post Incident Recommendations
Prepare and maintain documentation
Perform thorough root cause analysis, standard methodology troubleshooting techniques and processes
Proactively review monitoring systems, take action on alerts, and review/revise thresholds/alerts
Ensure all support requests, projects and other tasks are reviewed, prioritized, addressed, and completed in a timely and proficient manner
Identify, plan and lead projects and tasks necessary to assess, optimize, proactively handle, and maintain enterprise and client systems and infrastructure
Identify, document, publish and uphold systems policies, strategies, standards, procedures, checklists, agreements, diagrams, inventory, etc.