This positions supports our BizApps offering Hosted Exchange, Skype for Business, Sharepoint, File Sharing, Microsoft 365 and associated services to our customers. I act as an escalation point for our Advisor and Specialist support levels and take on more complex issues and troubleshooting dealing with connectivity issues, 3rd party services integration, archiving/compliance, and more. My day can vary dealing with DNS, mail flow issues, message tracing, Outlook or client connectivity, DLP, MFA, Conditional Access issues, and more.
- Work closely with our System Admin and Development teams to help identify bugs and customer impacting trends.
- Take on more complex escalations from Management team dealing with frustrated customers and/or issues needing in-depth troubleshooting.
- Started as Tier 1, promoted to Onboarding Implementation team for Small Business customers going through migrations, to my current Tier 2 position.