Tier 3 Managed Services Specialist
About The Position
ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too!
Requirements
- Deep expertise in Microsoft Teams telephony (Direct Routing, PSTN/SIP trunks, call flows, migrations), advanced troubleshooting capabilities across UC environments.
- 3+ years of experience in a multi-client fast-paced managed services environment.
- Proven ability to manage escalations, adhere to SLAs/SLOs, maintain high-quality documentation, and consistently deliver strong CSAT while balancing ticket load and on-call responsibilities.
- Both verbal and written skills to confidently lead escalated customer calls, own postmortems and RCA, mentor Tier I/II teammates, contribute to knowledge sharing, and drive at least one meaningful process improvement per quarter.
- MS-700 certification (or ability to obtain within 90 days) and a continuous learning mindset to support evolving UC platforms including ZPC/ZPM, WebEx, and related collaboration technologies.
Responsibilities
- Take ownership of escalations from Tier I/II and 3rd-party vendors
- Manage standard ticket load & process adherence
- Incident resolution per escalation matrix
- Standard client maintenance
- Ensure client documentation & KB updates
- Participate in on-call rotation
- Lead MS Teams telephony site builds with service delivery
- Call answering – Support line
- Mentor junior teammates
- Postmortem technical lead for critical customer issues
- Assist with training & cross-training
- Recommend quarterly process improvements
- Participate/prepare for customer meetings
- Support ZIRO platform technologies including ZPC and ZPM alongside Microsoft Teams, Cisco UC, and related collaboration systems.
- Proactive client and internal communication
- Join customer calls for escalated issues
- Troubleshoot high-impact, multi-user, or site-wide call quality issues
- Advanced log analysis
- RCA and postmortem ownership
Benefits
- Flexible, take what you need PTO
- Competitive wages
- Company sponsored health, vision and dental plans
- Fully remote roles
- Home office budget
- Company sponsored social events
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
