Desk Side Support L2

Roles and Responsibilities:

• Certificates including wild card certificate renewal
• Monitoring of problem queue
• Creating change request
• Notify Major Incident/Request tickets for end-users (if any)
• Should be part of technical chat/RCA investigation (as a silent observer for communication purpose)
• And, be involved in the conference bridge.
• Updating project site collection administrator
• Helping user to create a scheduling task
• Project server License maintenance (Adding/Removing users)
• Windows server patch update (Every 6 month)
• Managing site quotas
• Work with L1 Support desk to put in outage messages
• Granting user permission over site or item
• Resolving and seeing tickets closed to completion, even if escalated, or other groups are required to
• Check the user permission over the Project
• Maintain EPM search, User Profile, Workflow, and other services
• Investigation & resolution of problems
• To add users, manage licenses, create groups
• Project creation
• Complete tickets
• Escalating a Major Incident to the Major Incident Manager
• Monitoring the growth of each SQL database
• Backup & Restore EPM Projects
• EPM SharePoint patch update (Every 1 Year)
• Assisting site owners in creation of any customized format list/site/document library with "out of the box" feature
• Disk space, CPU, Memory, Logs of all the server
• Triage a O365 Incidents or Requests within scope of services outlined
• Project deletion
• To recover a deleted mail or outlook item using the Exchange Online

• To perform remote device wipes through Outlook Web App
• Settings page to trigger the device wipe on behalf of the user

• To setup and manage delegated permissions using Outlook
• To manage distribution group permissions via web-based GUI or via Remote PowerShell

• To perform deleted item recovery through search-mailbox PowerShell command let

• To manage the storage limits and Quotas (Send, Receive, Org limit)
• Add/Remove users from Office 365
• Assign the SharePoint admin role to users who need to access and manage the SharePoint Online admin center
• Site collection usage reports
• Granting a specific set of guest users read access instead of granting it to all guest users
• Data Loss Prevention Policy Management
• To manage inbox rules that automatically perform specific, criteria-based actions on messages as they arrive, through a Remote PowerShell
• Domains/IP backlisting, whitelisting, safe sender, reporting and relapsing false positive and false negative
• Creation of Mailbox, Distribution group, contact
• Monitoring incident queue & Owing/Resolving incidents
• Apply/Remove User Licenses
• Support for OneNote: syncing, creating, basic use
• Create and delete sites and manage site collections and global SharePoint settings
• To block users from downloading attachments in Outlook Web App through Remote PowerShell
• To enforce security policies on mobile devices that connect to Exchange Online through Exchange ActiveSync for specific users and groups within the company, using web-based graphical user
• Manage Outlook Web-App Policies and ActiveSync Policies for Mobile Devices
• Track, assign, and verify MOOG's regulatory compliance activities ü ü
• To enable user for Legal hold and add groups / Compliance Admins with permissions on eDiscovery center
• Setup and Configure Archive and Compliance policies (Retention policy, eDiscovery, Legal Hold)
• To perform multi mailbox search based on the requirements
• To use Outlook Web App mailbox policies to enable and disable specific features within Outlook Web App, such as calendaring, contacts, Global Address lists, and tasks through Remote PowerShell/ Exchange Console
• Changing the ownership of the site (Changing Primary / Secondary admin)
• Interface (GUI) or Remote PowerShell
• Manage support tickets and tracks the issues going with Microsoft
• Service health reports and planned maintenance
• High level understanding of all the workloads of the O365 application suite
• Add/Remove/Verify domain registration on O365