Microsoft Teams Engineer

General Info:

US Citizens or GC Holders only

Must be on our W2

Fully Remote

Description:

As an Engineer 2 you will be responsible for using your technical knowledge of professional concepts to solve business problems. We are looking for a talented individual that can serve as a subject matter expert in their area of focus and represent their department on complex assignments. You will be responsible for evaluating elements of technology's effectiveness through requirements gathering, testing, research and investigation and make recommendations for improvements that result in increased quality and effectiveness. You will be required to listen to and evaluate customer needs to determine and provide high quality solutions that align with customer expectations.

This engineer position requires strong communication, teamwork, problem solving, analytical / innovative thinking and a customer focused mindset. Your responsibilities will include troubleshooting issues, handling escalations, performing trend analysis, engineering solutions and identifying / implementing process enhancements to reduce and potentially eliminate recurring issues from the environment. You will work independently and as part of a team collaborating with internal teams, customers and vendors primarily administering Microsoft Teams, Teams Rooms, Teams Direct Routing and Operator Connect PSTN technology, and various endpoint technology.

Required:

• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
• 3 years of related experience
• Must be committed to incorporating security into all decisions and daily job responsibilities
• Strong knowledge and proficiency in providing support and administration of Teams and Teams Rooms
• Strong knowledge and proficiency in providing support and administration of Teams Operator Connect and Direct Routing technology
• Experience troubleshooting call quality issues using MS Call Analytics, CQD
• Experience troubleshooting call failures in a Teams Direct Routing and Operator Connect environment
• Familiarity with configuration of Resource Accounts, Auto Attendants and Call Queues
• Experience troubleshooting Teams phone and headset issues
• Experience with Microsoft 365 cloud and internal environments
• Experience investigating, diagnosing, and resolving complex issues without known solutions
• Professional communication abilities, both written and verbal
• Ability to work in a fast-paced, high demand and challenging environment
• Create and publish documentation of knowledge resulting from investigative and support activities for future occurrences
• Leverages own technical expertise, peer engineers, knowledge articles, and other internal tools to provide the most effective solutions to customer issues
• Perform task automation, identify and implement process improvements
• Provide support during normal business hours with flexibility to participate in after-hours work, major problem management, and an on-call rotation

Preferred:

• Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems or commensurate experience
• Experience with AudioCodes phones
• Experience with ATT API Marketplace
• Experience managing and supporting analog gateways and associated cabling/connections
• General understanding / knowledge of scripting (i.e. command line, PowerShell, etc.)
• Splunk experience a plus
• Working knowledge of JIRA