Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Microsoft 365
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education


Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by investigating and resolving issues across various components of essential business systems. This role requires a proactive approach to identifying problems, analyzing system behaviors, and ensuring smooth operation of critical applications. The position demands continuous monitoring, collaboration with different teams, and delivering timely solutions to maintain business continuity and system reliability.

Key Responsibilities
1. Provide L2/L3 support for Microsoft 365 services and act as a technical escalation point for complex issues.
2. Manage and administer Microsoft 365 workloads including:
- Exchange Online
- SharePoint Online
- OneDrive for Business
- Microsoft Teams
- Entra ID (Azure AD)
3. Troubleshoot complex mail flow issues including:
- NDRs
- Mail delays
- Message tracing
- Transport rules
- Connectors
- Mail routing issues
4. Support Hybrid Exchange environments involving Exchange Server 2013/2016/2019 and Microsoft 365.
5. Manage customer incidents, service requests, and escalations while adhering to ITIL processes and SLAs.
6. Troubleshoot:
- Outlook and Outlook Web Access (OWA)
- Autodiscover
- ActiveSync
- Mailbox access and delegate permissions
- Calendar and collaboration issues
7. Support third-party messaging gateways and mail routing solutions such as:
- Proofpoint
- Retarus
- Sentrion
- Mimecast (preferred)
8. Participate in migration projects including:
- Exchange Online migrations
- IMAP migrations
- Remote Move migrations
- Tenant-to-Tenant migrations
- Public Folder migrations
9. Administer:
- Shared mailboxes
- Distribution groups
- Mail-enabled security groups
- Resource mailboxes
- Retention policies
- Archive mailboxes
10. Interact with Microsoft support for critical incidents and vendor escalations.
11. Create and maintain technical documentation, SOPs, knowledge articles, and operational runbooks.
12. Mentor junior team members and provide technical guidance during incident resolution and project execution.

Technical Experience
1. Strong hands-on experience administering Microsoft 365 services and features.
2. Good understanding of Microsoft 365 licensing models, administrative roles, and security concepts.
3. Strong knowledge of:
- Exchange Online
- SharePoint Online
- OneDrive for Business
- Microsoft Teams
- Entra ID (Azure AD)
4. Experience with:
- Exchange Online PowerShell
- Microsoft 365 Admin Center
- Exchange Admin Center
- Message Trace
- Exchange Hybrid deployments
5. Understanding of:
- Exchange Online Protection (EOP)
- Anti-Spam and Anti-Malware policies
- Retention and Compliance features
- Mail flow architecture
6. Experience supporting Microsoft 365 migrations and hybrid environments.
7. Basic automation knowledge using PowerShell scripting.
8. Ability to analyze Microsoft 365 Service Health incidents and recommend remediation actions.

Good to Have Skills
1. Knowledge of Microsoft Purview Compliance solutions.
2. Experience with Power Platform (Power Automate, Power Apps, Power BI).
3. Experience with Microsoft Teams Voice administration.
4. Experience with Azure AD Connect / Entra Connect synchronization.
5. Exposure to migration tools such as:
- Quest On Demand Migration
- Microsoft Cross-Tenant Migration
- ShareGate
6. Understanding of Microsoft Graph APIs.
7. Microsoft 365 certifications.

Professional Attributes
1. Strong customer-facing communication skills.
2. Excellent troubleshooting and analytical skills.
3. Ability to work independently with minimal supervision.
4. Ability to handle multiple priorities in a fast-paced environment.
5. Strong documentation and knowledge-sharing mindset.
6. Flexible to work in shifts, on-call rotations, and during critical project activities when required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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