Technical Support Engineer

What You'll Do:

• Provide L1/L1.5 technical support for Microsoft 365 and Exchange Online environments
• Manage and troubleshoot mail flow issues (delays, NDRs, spam filtering, routing issues)
• Administer Exchange Online mailboxes, distribution groups, shared mailboxes, and permissions.
• Handle incident management, RCA, and service requests in line with SLA commitments.
• Configure and manage email security policies (anti-spam, anti-phishing, anti-malware)
• Monitor and analyze email traffic, alerts, and security threats to detect anomalies.
• Manage whitelisting/blacklisting, quarantine policies, and mail filtering rules
• Troubleshoot Outlook, OWA, and Exchange connectivity issues including Autodiscover and sync problem
   

Expertise You'll Bring:

• Strong hands-on experience in: Microsoft Exchange Online / Office 365 (M365)
• Exchange Online Protection (EOP) / Microsoft Defender for Office 365
• Solid understanding of: Email security protocols (SPF, DKIM, DMARC, TLS) Mail flow concepts, connectors, and routing
• Experience in managing: Anti-spam, anti-phishing, Safe Links, Safe Attachments policies
• Threat analysis, phishing investigation, and quarantine handling
• Knowledge of: Azure Active Directory & hybrid identity setup
• PowerShell scripting for Exchange Online administration
• Familiarity with: ITSM tools (ServiceNow / Remedy / Jira) and ITIL processes
• Strong troubleshooting capability in: Email delivery issues, mailbox access, and Outlook client issues
• Good understanding of: Compliance & security features (DLP, eDiscovery, retention policies)