1. Office 365 Admin Support Skills: Service Management
Andy Puntahachart and Michael de Blok

2. Meet Andy Puntahachart and Michael de Blok
Microsoft Sr. Support Escalation Engineer
Focused on Office 365 and Exchange Online
Microsoft Support Escalation Engineer
Focused on Office 365 and Exchange Online

3. Setting Expectations
Progressive discussion with self-paced exercises attached
Target Audience
Supporting the Office 365 IT Pro
Supporting users as an IT Pro
Suggested Prerequisites/Supporting Material
None

4. Join the MVA Community! Microsoft Virtual Academy
Free online learning tailored for IT Pros and Developers
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Up-to-date, relevant training on variety of Microsoft products

5. Related MVA courses Office 365 Admin Support Skills: Core Concepts
Introduction to skills needed to support your Office 365 tenant.

6. 01 | Advanced Administration Program: Overview
Module 01: Advanced Administration Program: Overview

7. 1.1 | Advanced Administration Program Overview
What’s this about

8. Lesson Overview Objectives Topics
Understand the type of role you are playing as an Office administrator throughout the modules in this program.
Explain how this advanced program helps the administrator move from a manage service mindset to a troubleshoot service mindset.
List the modules that are included in the Advanced Administration program.
Topics
What’s this about
Where we’ve been: Administrator
Where we’re going: Advanced Administrator
Advanced Administration program agenda

9. Where we’re going: Advanced Administrator

10. Course Topics Module number Module name Key topics 1 Program Overview
What’s in this program
Understanding the advanced administration mindset 2
The Administrators
 Available Office 365 Administrator roles
Tasks and responsibilities for each administrator role
Office 365 Administrator best practices.

11. Course Topics Module number Module name Key topics 3
Windows PowerShell
Windows PowerShell software requirements
Using Windows PowerShell with Office 365
PowerShell cmdlets commonly used for managing Office 365 services
How Windows PowerShell works with Office 365 endpoints

12. Course Topics Module number Module name Key topics 4 Domain Management
Appropriate resources for small, mid-sized, and enterprise customers
Adding, verifying, and removing domains
Configuring DNS records for small, mid- sized business, and enterprise customers
Troubleshooting domain names and DNS record issues

13. Course Topics Module number Module name Key topics 5 Mail Flow
End-to-end mail flow from an administration perspective
Factors that impact inbound and outbound message routing and that create message delays
Troubleshooting common mail flow and mail delay scenarios

14. Course Topics Module number Module name Key topics 6 Outlook Features
Processes and tools available to Office administrators to help them troubleshoot Outlook connectivity issues
Autodiscover functionality and its benefit to IWs and to Office 365 administrators
Autodiscover troubleshooting tools and processes
Types of deletions in Exchange Online
Enabling single item recovery for one or bulk users 

15. 1.2 | Understanding the Advanced Administration Mindset
Overview

16. Lesson Overview Objectives Exercises
Explain why the Office 365 New Hire curriculum includes two administration programs and how they relate to the primary functions of an Office 365 administrator
Describe the optimal approach to troubleshooting and what administrators must learn to be effective at troubleshooting
Exercises
Group discussion: Interpreting the layers graphic
Prepare for troubleshooting

17. Group Discussion: Interpreting the Layers Graphic

18. Prepare for troubleshooting