Teams SME (non-Voice)

Teams Sme (Non-Voice)

Title: Teams Sme (Non-Voice)

Location: Phoenix, AZ /Austin, TX / San Jose, CA /NYC, NY / Omaha, NE (Onsite)

Duration: Full-time only

Job Description:

Teams Sme (Non-Voice)

Must Have Technical/Functional Skills:

• 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.

Roles & Responsibilities:

• 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