Isolate issues using trace route, path ping, nslookup. Logon to remote server using terminal server RDP or telnet or putty for parameter or health checks. Messaging Application - Server Log into messaging application Identify automatic services or daemon are running or not Check the logs for errors or abnormality Report to next level for necessary actions Monitor back up jobs for successful completion Messaging Application - Client Check event logs Check resource utilization or availability Login to different Outlook client s versions and features. Create outlook profile, troubleshoot basic outlook issues Configure multiple mail boxes Skype for Business Login and test features with different Skype for Business or Lync client s versions Add or remove SFB online licenses Add or edit or delete Phone numbers for the users Add or remove users from the Azure AD Log into Skype for Business server control panel. Identify whether automatic services are running or not Check the logs for errors or abnormality Report to next level for necessary actions Monitor back up jobs for its successful completion Check SIP addresses Office 365 Install Office 365 thick client - Skype for Business Office Pro Plus and One Drive Log into Office 365 console Check Mailbox settings e.g. Mailbox quota, SMTP address features enabled etc. Understand the NDR, Message tracking Check any virus alert Spam mails Convey the context to next level for action Backup & Recovery Monitor application backup status KPIs Customer 1 client appreciation per quarter Zero escalations in a year 1 Customer facing SIP per year Process 100% achievement of response & resolution SLAs 100% compliance to service management processes Contribution to AIDR reduction as per program goals & objective Technology: At least one emerging technology training a year At least one technology certification a year At least 1 structured automation initiative participation a quarter Skills Technical Skills OS Administration F Hardware & Networks F Messaging Application - Server F Messaging Application - Client F Skype for Business A Office 365 A Backup & recovery F Active Directory User Administration and Management A Endpoint Security A Mobility Servers A Collaboration Tools A Behavioral Skills Email Communication, Presentation, Public Speaking(F) Interpersonal Skills, Nurturing Relationships (A) Customer Service Orientation, Business Appreciation (A) Proficiency Legend A Aware F Familiar P - Proficient E - Expert.