Designation
Technical Support Engineer
Tenure
Mar 2017 to May 2018
Team Size
200+
About it
Third Job at Microsoft as an L1 engineer working on Office 365 support for Microsoft customers. The nature of the job was to work on cases raised by customers from Microsoft portal. My area of expertise was Exchange Online and Azure AD Connect.
​
List of issues:
1. Outlook & Teams:
Any issue with Office 365 Pro Plus apps like Outlook and Teams. Provide assistance on every issue of Outlook. We mostly resolved the issue using SARA tool and Offcat. We fetched Fiddler logs and Outlook ETL logs in case we needed a third opinion from Microsoft Technical Advisors.
​
2. Exchange Online:
I supported all areas of Exchange Online i.e. hybrid & cloud only and assisted customers with configuring policies etc. I also assisted customers with performing remote moves from on-premise to cloud and vice-versa. We also helped customers configure their mail flow and other SMTP applications along with setting up encryption in Exchange Online. This is where I was introduced to the world of PowerShell.
​
3. Azure AD Connect:
Assist on all issues of Azure AD Connect but only limited to Windows Internal Database. AAD Connect with SQL database was out of support for us. Issues were related to AAD Connect not syncing objects to cloud, AAD Connect not syncing passwords to cloud. We generally troubleshot AADC issues from the PowerShell module using Troubleshooter itself. We assisted customers with configuring AAD Connect from scratch and deploy an AAD Connect Staging server as well. Also assisted customers with custom sync rules and single sign-on with pass through authentication.
​
4. Security & Compliance:
Assisted customers with issues related to Alerts, Supervision, DLP policies. We also assisted customers with setting up custom sensitive information type. Support was also provided on Sensitivity Labels. Read and analyze Audit log search logs to provide insights on account compromises. Provided guidelines on how to secure an account after it was hacked.
​
5. Azure AD:
We also helped customers with issues related to Azure AD where we helped them configure their AAD portal and run scripts using AAD Preview module. Assisted them with configuring Conditional Access Policies and register enterprise applications on AAD. Additionally, we helped them with Azure RMS / AIP configuration.
Additional Notes
I started exploring PowerShell since then and was inclined towards performing activities using PowerShell instead of GUI. I self-learnt PS and starting creating scripts for customers (though it was out of scope for us). I remember I helped a customer on weekend with a script that could assign specific sub-license out of the main licenses based on a particular attribute and that took me couple of hours.
Skills Gained
1. Exchange Online administration.
2. PowerShell scripting.
3. AAD Connect.
4. Azure AD.
5. Security & Compliance.
​