Outlook – Exchange Support

E-mail systems play a critical role in today’s dynamically changing world. They are the lifeline for industries of all sizes for their intra- and inter-organization communication needs for small, medium and large size businesses. Microsoft provides both Exchange on premise and Office 365 Cloud services to meet the needs of enterprise businesses across the globe, with the ease of access, enabling a user to access his mailbox from anywhere in the world.

Outlook-Exchange Support is an ASG (Applications and Services Group) group dedicated to servicing Outlook, Exchange, Exchange Online, Forefront Protection for Exchange, Antigen and the host of Exchange related Communications products. We support Exchange on devices including hosted server environments, cloud environments, in the hybrid and mobile space. We provide support to customers on break-fix issues and advisory scenarios ranging from deployment/installation of Exchange On-premise servers/Office 365/Outlook, migration from older versions to current version or over to cloud to Disaster Recovery scenarios. The team delivers Exchange, Office 365 and Outlook support for all Microsoft customers. Utilizing knowledge of the customer’s environment/ecosystem, they deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They effectively manage incidents to ensure timely and high-quality communication with customers and resolution of all kinds of issues. This, at times, also requires engaging resources from other product teams such as Windows, Security, and SharePoint.

The team comprises professionals with strong background in Active Directory Services, Networking, IIS and DNS. Each of the messaging professionals are committed to be certified and updated on their products.

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Products we support

  • Outlook
  • Office 365
  • Visual Studio
  • Excahnge
  • Microsoft Exchange 2007/2010/2013
  • POS and Office 365
  • Outlook 2007/2010/2013
  • Outlook 2011 on MAC
  • Outlook for MAC for Office 365
  • Exchange Online Protection

Customers we engage with

The Outlook-Exchange Support provides high-end technical support to Exchange server administrators, Office 365 administrators, and technical consultants who deploy/implement and manage Exchange servers/Office 365/Outlook on diverse setups. Customer may also have a hybrid setup with Office 365 and Exchange On-premise.

The team’s support arms are spread across the globe and cater to customers from across the globe, including Americas, EMEA, India, etc. They have a 24*7 global English support model and also handle the escalations that come in from English-speaking geographies where we have both product and physical presence.

Let us take a look individually at the different product support teams at OES:

Exchange On-premise or Cloud Team

Qualifications, abilities, and experience should include:

  • Engineering graduate with BE/B. Tech degree with over 3 years of technical expertise in Microsoft Exchange/Office 365 and related products.
  • Excellent skills and hands-on experience on Microsoft Exchange Server/Office 365 administration, concepts.
  • Background exposure and knowledge Active Directory Infrastructure, which includes DC/GC, FSMO roles, AD replication and Windows components such as DNS, WINS, DHCP, and Group Policy Objects.
  • Understanding of Microsoft Exchange Designing and Mail Flow Architecture, e.g., Edge, Hub, Mailbox, CAS in Exchange 2007/2010 and CAS and Mailbox Role in 2013.
  • Excellent understanding of various migration techniques and high-availability concepts such as Active/Passive clustering, CCR, LCR and SCR.
  • Capability to configure and troubleshoot features like Search, Records Management, Role based Access Control, PowerShell, Backup, Outlook Web Apps, Active Sync, and so on.
  • Understanding and practical knowledge of various exchange tools such as ESEUTIL, EXTRA, Netmon, Procdump, Perfwiz.

Critical exposure areas

  • Experience on all versions of Exchange Server.
  • Well-versed in Exchange and Office 365 Ecosystem Administration Concepts.
  • Very good troubleshooting and analytical skills. Excellent communication skills, both written and spoken.


Outlook Team

Microsoft Outlook is a sophisticated communication-management program that helps you quickly and efficiently manage messages, schedules, address book and other information. Electronic messaging – whether email, social network updates, instant messages or text messages – keeps many of us in contact with colleague, clients, friends and family members for a dizzying portion of each day. For people who are dependent on electronic communications and even more so for those who work in enterprises that use Microsoft Exchange Server, SharePoint and Lync Server to manage collaboration – Microsoft Outlook offers an ideal solution. Outlook not only provide email functionality, but also integrates with instant messaging programs and Microsoft SharePoint resources. More importantly, Outlook makes this information available to you when and where you need it.

Microsoft offers different flavors of Office suits which Outlook is part of. Microsoft currently offers Office suite on Windows and Mac operating system.

Qualifications, abilities, and experience should include:

  • 3+ Years of Experience in Server Support (preferably in the Windows Server Domain).
  • Experience in troubleshooting e-mail clients on Windows platform.
  • Experience in deployment, administration, troubleshooting and maintenance of Exchange Messaging System and clients.
  • Microsoft Certification on Exchange Server will be an added advantage.
  • Must demonstrate excellent English-language skill, good written and verbal communication skill, and ability to learn new technology at a rapid pace.
  • Ability to work under pressure is required; experience in handling critical situations is preferable.

Critical exposure areas

  • Experience on all versions of Windows Outlook (specifically Outlook 2010 and 2013) and Exchange Server.
  • Well-versed in Windows client, Outlook, Exchange and Office 365 Ecosystem Administration Concepts
  • Very good troubleshooting and analytical skills.
  • Excellent communication skills, both written and spoken.


Developer Messaging Support Team

Developer Messaging Support team primarily works with external developers (Customers) who use Microsoft Technologies (Visual Studio, Office & Exchange). We assist the developers to utilize messaging based API’s to develop windows/web application or Modern apps for Windows or other platforms.

Products we support

Exchange 2010/2013/Online
Outlook 2010/2013/ Office 365

Qualifications, abilities, and experience should include:

  • Strong in these technologies: C# or VB.NET, Web or Windows Applications development, XML, Web Services.
  • Should have exposure to ASP.Net, HTML5, CSS, JScript, VBScript.
  • Strong in OOPs concepts.
  • Experience with software development and/or test.
  • Knowledge of Programming against Microsoft Office Products/Microsoft Exchange Server is an added advantage.