MS Teams Tier 3 Support Engineer

Wipro; Redmond (UT); Presencial; USD 45.000 - 121.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical & Dental Benefits

Disability Insurance

Paid Time Off

Other Leave Options

Descripción de la vacante

Wipro is seeking a Senior Microsoft Teams Incident Escalation Specialist to join our team in the United States. You will act as the senior escalation point for complex Teams incidents and service-impacting issues, fielding escalations from Tier 1 and 2, and driving root-cause analyses and corrective actions.

You will coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure groups, and develop knowledge articles to empower lower

Formación

• Mandatory Skills: M365 Teams Collaboration.
• Experience: 3-5 Years.

Responsabilidades

• 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.
• 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.

Conocimientos

M365 Teams Collaboration

Descripción del empleo

• 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.
• 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.

Job Description

Job Description

• 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.
• 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.

Mandatory Skills: M365 Teams Collaboration

Experience: 3-5 Years

The expected compensation for this role ranges from $45,000 to $121,000 .

Based on the position, the role is also eligible for Wipro's standard benefits

• full range of medical and dental benefits options
• disability insurance
• paid time off (inclusive of sick leave)
• other paid and unpaid leave options

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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