MS Teams Support Engineer

Role- MS Teams Support Engineer

Location- Redmond, Washington Onsite

Fulltime Permanent

Key Responsibilities

Tier 3 Support & Escalation Management

• Serve as the senior escalation point for complex Microsoft Teams incidents and service-impacting issues.
• Investigate issues escalated from Tier 1 and Tier 2 support teams.
• Perform detailed root-cause analysis and identify corrective and preventative actions.
• Troubleshoot intermittent, multi-user, regional, and enterprise-wide Teams issues.
• Reproduce complex technical problems and document troubleshooting findings.
• Coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure teams.
• Develop technical documentation and knowledge articles that enable lower support tiers to resolve recurring issues.

Microsoft Teams Administration

• Provide advanced support for:
• Teams and channels
• Guest and external collaboration
• Teams meetings and webinars/events
• Teams applications and app policies
• Messaging and meeting policies
• Teams clients
• Teams devices and Teams Rooms
• Teams Phone and calling
• External access and federation
• Troubleshoot configuration and policy-assignment issues.
• Analyze Teams service health and administrative configuration.

Teams Meetings & Calling

• Troubleshoot complex Teams meeting and conferencing issues.
• Diagnose audio, video, screen-sharing, connectivity, and meeting-quality problems.
• Investigate Teams Phone and PSTN calling issues.
• Troubleshoot calling policies, routing-related problems, caller behavior, voicemail, and conferencing issues.
• Analyze call-quality and connectivity problems and coordinate with network or telecom engineering teams when necessary.
• Correlate Teams symptoms with network, endpoint, identity, and Microsoft 365 service dependencies.
• Partner with network engineering teams on complex real-time communications issues.

Maintain a strong understanding of how Microsoft Teams interacts with the broader Microsoft 365 ecosystem.

Relevant technologies may include:

• Microsoft Entra ID
• Exchange Online
• SharePoint Online
• OneDrive for Business
• Microsoft 365 Groups
• Microsoft Purview
• Microsoft Intune
• Microsoft Defender
• Microsoft 365 administration and service health

Automation & Technical Analysis

• Use PowerShell and administrative tools to investigate and resolve Teams issues.
• Develop scripts and repeatable procedures for troubleshooting, reporting, configuration validation, and operational support.
• Identify repetitive support activities that can be automated.
• Analyze logs, diagnostics, service-health information, policy configuration, and client behavior to isolate failures.

Incident & Problem Management

• Participate in major incident and critical-service restoration activities.
• Provide technical leadership during high-severity Teams incidents.
• Establish timelines, technical findings, affected components, and dependencies during investigations.
• Contribute to root-cause-analysis and post-incident reviews.
• Identify recurring incidents and recommend permanent corrective actions.
• Track complex problems through resolution and validation.

Knowledge Management & Tier 2 Enablement

• Create and maintain troubleshooting guides, runbooks, SOPs, and knowledge-base articles.
• Provide technical guidance and knowledge transfer to Tier 1 and Tier 2 engineers.

Required Qualifications

• Strong hands-on experience administering and supporting Microsoft Teams in an enterprise environment.
• Advanced troubleshooting experience with Microsoft Teams collaboration, meetings, calling, clients, policies, and integrations.
• Strong knowledge of Microsoft 365 architecture and Teams dependencies.
• Working knowledge of Microsoft Entra ID, Exchange Online, SharePoint Online, OneDrive, and Microsoft 365 Groups.
• Experience troubleshooting network and connectivity issues affecting real-time communications.
• Experience using PowerShell for Microsoft 365 administration and troubleshooting.
• Strong understanding of authentication, licensing, policy assignment, and access-control concepts.
• Experience handling complex escalations and performing root-cause analysis.
• Strong technical documentation skills.
• Ability to communicate complex technical findings clearly to engineering teams, support organizations, and business stakeholders.
• Ability to work for prolonged periods at a computer

Preferred Certification

• Microsoft 365 Certified: Teams Administrator Associate (MS-700) or equivalent Microsoft 365 experience.

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