Job Description
Role- MS Teams Support Engineer
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Location- Redmond, Washington Onsite
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Fulltime Permanent
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Key Responsibilities
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Tier 3 Support & Escalation Management
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- 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.
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Microsoft Teams Administration
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- Provide advanced support for:
- Teams and channels
- Guest and external collaboration
- Teams meetings and webinars/events
- Teams applications and app policies
- Messaging and meeting policies
- Teams clients
- Teams devices and Teams Rooms
- Teams Phone and calling
- External access and federation
- Troubleshoot configuration and policy-assignment issues.
- Analyze Teams service health and administrative configuration.
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Teams Meetings & Calling
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- 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.
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Maintain a strong understanding of how Microsoft Teams interacts with the broader Microsoft 365 ecosystem.
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Relevant technologies may include:
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- Microsoft Entra ID
- Exchange Online
- SharePoint Online
- OneDrive for Business
- Microsoft 365 Groups
- Microsoft Purview
- Microsoft Intune
- Microsoft Defender
- Microsoft 365 administration and service health
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Automation & Technical Analysis
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- Use PowerShell and administrative tools to investigate and resolve Teams issues.
- Develop scripts and repeatable procedures for troubleshooting, reporting, configuration validation, and operational support.
- Identify repetitive support activities that can be automated.
- Analyze logs, diagnostics, service-health information, policy configuration, and client behavior to isolate failures.
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Incident & Problem Management
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- Participate in major incident and critical-service restoration activities.
- Provide technical leadership during high-severity Teams incidents.
- Establish timelines, technical findings, affected components, and dependencies during investigations.
- Contribute to root-cause-analysis and post-incident reviews.
- Identify recurring incidents and recommend permanent corrective actions.
- Track complex problems through resolution and validation.
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Knowledge Management & Tier 2 Enablement
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- Create and maintain troubleshooting guides, runbooks, SOPs, and knowledge-base articles.
- Provide technical guidance and knowledge transfer to Tier 1 and Tier 2 engineers.
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Required Qualifications
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- Strong hands-on experience administering and supporting Microsoft Teams in an enterprise environment.
- Advanced troubleshooting experience with Microsoft Teams collaboration, meetings, calling, clients, policies, and integrations.
- Strong knowledge of Microsoft 365 architecture and Teams dependencies.
- Working knowledge of Microsoft Entra ID, Exchange Online, SharePoint Online, OneDrive, and Microsoft 365 Groups.
- Experience troubleshooting network and connectivity issues affecting real-time communications.
- Experience using PowerShell for Microsoft 365 administration and troubleshooting.
- Strong understanding of authentication, licensing, policy assignment, and access-control concepts.
- Experience handling complex escalations and performing root-cause analysis.
- Strong technical documentation skills.
- Ability to communicate complex technical findings clearly to engineering teams, support organizations, and business stakeholders.
- Ability to work for prolonged periods at a computer
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Preferred Certification
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- Microsoft 365 Certified: Teams Administrator Associate (MS-700) or equivalent Microsoft 365 experience.
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