Senior Microsoft Teams Engineer - Tier 3 Escalations

Wipro Ltd.; Redmond (WA); On-site; USD 45,000 - 121,000; Full time

Benefits offered by this job

full range of medical and dental benefi

disability insurance

paid time off (inclusive of sick leave

other paid and unpaid leave options

Job summary

Wipro Limited in Redmond, Washington is seeking a Senior escalation specialist for Microsoft Teams incidents. You will serve as the senior escalation point for complex issues, investigate from Tier 1/2, perform root-cause analysis, and coordinate resolution across Microsoft 365, identity, network, and security teams.

Responsibilities include documenting troubleshooting steps, developing knowledge articles for lower tiers, and ensuring reliable conferencing, audio, and PSTN calling support.

Qualifications

• 3–5 years of experience in IT operations or support.
• Experience with Microsoft Teams incidents and Microsoft 365 ecosystem.
• Strong problem-solving and documentation skills.

Responsibilities

• 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.
• 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.

Skills

M365 Teams

Incident escalation

Job description

Wipro Limited in Redmond, Washington is seeking a Senior escalation specialist for Microsoft Teams incidents. You will serve as the senior escalation point for complex issues, investigate from Tier 1/2, perform root-cause analysis, and coordinate resolution across Microsoft 365, identity, network, and security teams.

Responsibilities include documenting troubleshooting steps, developing knowledge articles for lower tiers, and ensuring reliable conferencing, audio, and PSTN calling support.