Administrator - L3

Microsoft Teams & Enterprise Voice

Rate according to market std

Primary Skill :-Microsoft Teams & Teams Enterprise Voice

Secondary Skill:- Powershell & SBCs

Job Description

Role & Responsibilities

Advanced Troubleshooting and Support: Provide expert-level (L3) technical support for complex issues related to Microsoft Teams, including messaging, meetings, calling, and Enterprise Voice functionalities. This includes incident analysis, root cause analysis, and resolution. Microsoft Teams Administration: Perform advanced administration, configuration, and maintenance tasks for the Microsoft Teams environment, including user provisioning, policy configuration (messaging, meeting, calling, app permissions), device management, and integration with other Microsoft 365 services. Teams Enterprise Voice Management: Administer and maintain the Teams Enterprise Voice system, including Direct Routing or Microsoft Calling Plans, phone number management, call flow configuration, emergency calling setup, and integration with Session Border Controllers (SBCs) if applicable. Voice Quality Monitoring and Optimization: Proactively monitor voice quality and call performance within Microsoft Teams. Identify and implement optimizations to ensure clear and reliable voice communications. Meeting Room Solutions: Manage and support Microsoft Teams Rooms (MTR) devices, ensuring they are properly configured, maintained, and integrated with the Teams environment. Troubleshoot issues related to audio, video, and content sharing in meeting rooms. Integration with Telephony Infrastructure: Understand and manage the integration of Teams Enterprise Voice with existing telephony infrastructure, including PSTN connectivity and any legacy PBX systems in a coexistence scenario. Security and Compliance: Implement and maintain security best practices for Microsoft Teams, including access controls, data loss prevention (DLP) policies specific to Teams, and compliance configurations. Participate in security audits and remediation efforts related to Teams. Policy Management: Develop, implement, and enforce Microsoft Teams policies related to

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner