Teams SME (non-Voice)

Microsoft Teams Support Specialist

Provide support on daily customer initiated and controlled operations of the services in Microsoft Teams, Telephony (Peer-Peer) and Audio conference services. Understanding of Teams Licensing and Communication Credits. Troubleshoot and configure Teams, Channels, Private Channels and its members. Retention Policies, E-911 understanding, Device focused troubleshooting. Configuring Messaging Policies, Meeting Policies, Delegations and Calendar. Knowledge on 3rd Party App Integration, External Access, Federation and Guest Accounts. Knowledge on Teams related SharePoint / One Drive areas. PowerShell Scripting / MS Graph knowledge and understanding.

Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs. Responsible for handling Level 3 service requests and operational activities. Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service requests. Coordination with different escalation teams during high-risk Incidents or Projects. Adheres to engineering methodologies, standards, and leading practices. Provide feedback regarding engineering methodologies and various user requirements. Produce accurate, brief, and clearly written documents tailored to audience needs and expectations. Recommendation of process engineering and operational improvement initiatives including automation tooling, service enhancement including for vendors. Execution of application environment tasks as required for incident resolution. Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents. Respond to automated alerts on the health of systems. Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of application environments. Ensures all work is carried out and documented in accordance with required standards, methods, and procedures. Root cause analysis and service improvement solutions. Certifications (MS-700). Knowledge of RCA Troubleshooting using tools like QER, CQD, Teams Logs and base metrics. Teams' Voice knowledge, especially Microsoft Calling Plans and associated configurations to restrict and/or optimize. Knowledge of Exchange, Entra, Teams PowerShell and associated Graph commands. Knowledge of App Centric Mgmt. for Teams. Knowledge of API Registrations for Teams Apps both Delegated and Application levels. Able to quickly work on Exec level issue escalations and provide an initial RCA within a reasonable time frame. Able to accurately test new features to an enterprise comfortability level to raise a Change. Always be up to date on new Teams features and Security updates. Planning, designing and Implementing of M365 services. Additional knowledge on Exchange, SharePoint, One Drive, Co-Pilot can be an add-on benefit. Knowledge on migration tools like Quest-on-Demand, Bittitan, Skysync etc. Smart troubleshooting skills. Knowledge on enterprise Mobility like EndPoint Manager. Ability to work with solution architect for technical solution. Ability to manage multiple tenants. Good knowledge in ITSM tools like ServiceNow. Good communication and articulation skill. Flexible in shifting duty / Flexible in relocation.