Pearson L3 O365 Operations Engineer in Bangalore, India
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people
The Office 365 Operations Support Admin will be responsible for working as part of a team to support all things Microsoft O365 from an Operational perspective.
Day to Day Tier 3 support of Office 365 issues
Working to complete tickets in a timely manner with customer satisfaction as a top priority
Suggesting and making improvements to operational processes
Monitoring Microsoft O365 systems and licensing and reacting promptly to alerts or escalated outage tickets and following Incident management processes
Support On Call support shifts
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.
Work closely with Level 4 Engineering Teams to transfer knowledge and update product/service owners of issues.
Other tasks as assigned
This is a US shift based role (7pm - 4 am IST)
Excellent written and spoken English communication skills
Experience handling support for major issues efficiently and effectively to full resolution
Experience with Azure, O365 and related admin portals (Teams, Exchange, etc )
Solid understanding of PowerShell and experience in Automating tasks
Solid understanding of using tools like MFCMAPI, Wireshark , netmon, etc to investigate O365 issues and network problems, and display advanced troubleshooting skills
Experience with mail flow troubleshooting, Microsoft Defender and EOP, 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
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Organization: Corporate Strategy & Technology
Req ID: 2113711