MS Teams Support Engineer

• Provide support on daily customer initiated and controlled operations of the services in
• Microsoft Teams, Telephony and Audio conference services.
• 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.
• Adhere to EY and ITIL guidelines for Incident, Problem, and Change Management.
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
• Responsible for assisting senior team members in research and development of new products and technologies.
• Root cause analysis and service improvement solutions., * Key words: Cisco Call Manager, AudioCodes, SBC, Federation, Pool servers, Voice Mail, Outlook, Unified Messaging, Microsoft TEAMs, Skype control panel, O365.
• Service Now: an advantage to have.
• Microsoft Teams knowledge will be helpful but not mandatory.

• Ability to work well within a multi-disciplinary team structure, but also independently.
• Ability to work with 3rd party vendors (i.e., PSTN carriers, Cloud, MS, AT&T, IBM) for escalation of issues.
• Demonstrates analytical and systematic approach to problem solving.
• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
• Personal drive to improve and develop as well as ability to improve work processes, find automation opportunities and areas for improvement.
• Responsible to plan, schedule and monitor work activities to meet time and quality targets.
• Responsible to absorb rapidly new technical information, business acumen, and apply it effectively.
• Outstanding management, interpersonal, communication, and organizational skills.
• Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.

Knowledge And Skill Requirements

• Demonstrable basic knowledge of key products such as Skype for Business, Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing.
• Hands-on experience in different appliances like AudioCodes SBC's, Cisco Voice Gateways are added advantage.
• Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
• Understanding basic of database technologies (MySQL, MSSQL) etc.
• Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows.
• Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limited to Quality of Service, Call Admission Control, and routing.
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e., remote access tools, Windows Support tools, connectivity tests, etc.
• Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments.
• General understanding of various IT security concepts as they relate to production environments., * 2-5 years of related work experience in customer support function.
• Shift: Monday to Friday from 1 to 10 PM GMT -3
• Location: Microcentro

Other Details

• Participate in a variable shift pattern/on-call rotation as needed.
• Flexibility in scheduling with a willingness to work extra non-standard hours on occasion.
• Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently.
• Strong interpersonal and verbal and written communication skills.
• Ability to meet agreed deadlines, with demonstrable productivity.

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