Track Manager - MS Teams, Microsoft Teams Voice, Sharepoint Online

The Microsoft Teams L3 Engineer will be responsible for the engineering, administration, troubleshooting, optimization, and operational support of the enterprise Microsoft Teams collaboration and communication platform. The role will provide L3 support for complex issues across Teams messaging, meetings, Teams Phone/VoIP, Microsoft Teams Rooms, policies, identity, federation, and Microsoft 365 integrations. The engineer will work closely with Network, Security, Microsoft 365, Entra ID, Exchange Online, Endpoint, Service Desk, Telecom, and application teams to maintain a secure, stable, and high-performing collaboration environment.

Key Responsibilities 1. Microsoft Teams Administration Administer and support Microsoft Teams at enterprise scale. Manage Teams policies covering: Meetings Messaging Calling App access External access and federation Guest access Configure and troubleshoot users, teams, channels, policies, and application access. Support integration between Teams and other Microsoft 365 services. Perform advanced troubleshooting through the Microsoft Teams admin center and PowerShell. 2. Teams Meetings & Collaboration Troubleshoot complex Teams meeting issues including: Meeting join failures Audio/video issues Screen/content sharing Recording Transcription Live events/town halls External and guest participation Analyze meeting and call quality data to identify performance problems. Work with networking teams on latency, packet loss, jitter, bandwidth, firewall, proxy, and connectivity issues. 3. Teams Phone / Enterprise Voice For environments using Teams as a telephony platform: Support and troubleshoot Teams Phone. Configure and manage: Calling policies Dial plans Voice routing Phone numbers Emergency calling Call queues Auto attendants Support Direct Routing, Operator Connect, and Microsoft Calling Plan configurations as applicable. Troubleshoot Session Border Controller (SBC), SIP, PSTN, call-routing, and voice-quality issues. Coordinate with telecom carriers and network teams for complex voice incidents. 4. Microsoft Teams Rooms Support Microsoft Teams Rooms (MTR) across meeting-room environments. Troubleshoot: Room sign-in Meeting join Displays Cameras Microphones/speakers Peripheral devices Firmware/client issues Network connectivity Coordinate with AV, facilities, network, and hardware vendors for room-related incidents. Monitor room health and drive remediation of repeatedly failing devices. 5. Microsoft 365 Integration Troubleshoot integrations and dependencies across: Teams Entra ID Exchange Online SharePoint Online OneDrive Microsoft 365 Understand Teams dependencies on SharePoint and OneDrive for file collaboration. Troubleshoot calendar and meeting integration with Exchange Online. Support user authentication and access-related issues involving Microsoft Entra ID. Work with relevant SMEs where issues span multiple Microsoft 365 workloads. 6. Identity, Access & Security Troubleshoot authentication and authorization issues. Support MFA and Conditional Access related troubleshooting in coordination with IAM/Security teams. Manage and troubleshoot: Guest access External access/federation Application permissions Teams policies Ensure Teams configurations align with enterprise security and compliance requirements. 7. L3 Incident & Problem Management Act as an escalation point for complex Teams incidents from L1/L2 support teams. Provide technical support during P1/P2 and Major Incidents. Perform advanced troubleshooting and root-cause analysis. Coordinate with Microsoft support for product-level issues where required. Conduct problem analysis for recurring incidents. Identify permanent fixes and preventive measures. Improve monitoring and operational procedures based on incident learnings. 8. PowerShell & Automation Strong working knowledge of Microsoft Teams PowerShell. Develop scripts for: Bulk user configuration Policy assignment Configuration validation Reporting Health checks Operational automation Automate repetitive Teams administration activities where appropriate. Experience with Microsoft Graph / Graph API would be advantageous. 9. Monitoring & Service Health Monitor Teams and Microsoft 365 service health. Analyze Teams call and meeting quality. Identify service degradation and platform-level incidents. Monitor voice and collaboration usage and reliability. Support operational dashboards and service KPIs. 10. Change, Governance & Documentation Execute Teams changes using formal change-management processes. Prepare implementation, validation, and rollback plans. Maintain: Technical documentation Configuration standards

SOPs Troubleshooting guides Knowledge articles Operational runbooks Participate in CAB/change-review meetings where required. Provide knowledge transfer to L1/L2 teams.

Technical Skills Area Expected CapabilityMicrosoft Teams Expert / L3 Microsoft 365 Strong Teams Admin Center Expert Teams PowerShell Strong Teams Meetings Strong troubleshooting Teams Phone Strong Direct Routing / SIP Strong where voice is in scope Teams Rooms Strong Entra ID Strong fundamentals Exchange Online Working knowledge SharePoint / OneDrive Working knowledge Networking TCP/IP, DNS, Proxy, Firewall, QoS PowerShell Strong Microsoft Graph Preferred ITIL Incident, Problem and Change Management Preferred Technical Exposure Teams Phone Direct Routing and certified SBCs Operator Connect Microsoft Teams Rooms Pro Microsoft Intune Microsoft Entra ID Microsoft Defender Exchange Online SharePoint Online / OneDrive Microsoft Purview Azure PowerShell Microsoft Graph ServiceNow Key Troubleshooting Competencies The L3 engineer should be comfortable independently troubleshooting scenarios such as: User unable to sign into Teams Teams client performance issues Meeting join failures Audio/video degradation High latency, jitter and packet loss External federation problems Guest-access issues Teams Phone call failures PSTN routing problems Direct Routing/SBC issues Auto Attendant and Call Queue failures Teams Rooms incidents Policy assignment/configuration issues Exchange calendar integration problems SharePoint/OneDrive file-sharing issues