MS Teams Support Engineer

• Strong hands-on experience administering and supporting Microsoft Teams in an enterprise environment. \n

• Advanced troubleshooting experience with Microsoft Teams collaboration, meetings, calling, clients, policies, and integrations. \n

• Strong knowledge of Microsoft 365 architecture and Teams dependencies. \n

• Working knowledge of Microsoft Entra ID, Exchange Online, SharePoint Online, OneDrive, and Microsoft 365 Groups. \n

• Experience troubleshooting network and connectivity issues affecting real-time communications. \n

• Experience using PowerShell for Microsoft 365 administration and troubleshooting. \n

• Strong understanding of authentication, licensing, policy assignment, and access-control concepts. \n

• Experience handling complex escalations and performing root-cause analysis. \n

• Strong technical documentation skills. \n

• Ability to communicate complex technical findings clearly to engineering teams, support organizations, and business stakeholders. \n

• Ability to work for prolonged periods at a computer \n, * Microsoft 365 Certified: Teams Administrator Associate (MS-700) or equivalent Microsoft 365 experience.

• Serve as the senior escalation point for complex Microsoft Teams incidents and service-impacting issues. \n

• Investigate issues escalated from Tier 1 and Tier 2 support teams. \n

• Perform detailed root-cause analysis and identify corrective and preventative actions. \n

• Troubleshoot intermittent, multi-user, regional, and enterprise-wide Teams issues. \n

• Reproduce complex technical problems and document troubleshooting findings. \n

• Coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure teams. \n

• Develop technical documentation and knowledge articles that enable lower support tiers to resolve recurring issues. \n

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Microsoft Teams Administration

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• Provide advanced support for: \n

• Teams and channels \n

• Guest and external collaboration \n

• Teams meetings and webinars/events \n

• Teams applications and app policies \n

• Messaging and meeting policies \n

• Teams clients \n

• Teams devices and Teams Rooms \n

• Teams Phone and calling \n

• External access and federation \n

• Troubleshoot configuration and policy-assignment issues. \n

• Analyze Teams service health and administrative configuration. \n

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Teams Meetings & Calling

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• Troubleshoot complex Teams meeting and conferencing issues. \n

• Diagnose audio, video, screen-sharing, connectivity, and meeting-quality problems. \n

• Investigate Teams Phone and PSTN calling issues. \n

• Troubleshoot calling policies, routing-related problems, caller behavior, voicemail, and conferencing issues. \n

• Analyze call-quality and connectivity problems and coordinate with network or telecom engineering teams when necessary. \n

• Correlate Teams symptoms with network, endpoint, identity, and Microsoft 365 service dependencies. \n

• Partner with network engineering teams on complex real-time communications issues. \n

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