MS Teams Tier 3 Support Engineer

Wipro • Redmond, WA

4d

About The Position

Serve as the senior escalation point for complex Microsoft Teams incidents and service-impacting issues. Investigate escalations from Tier 1 and Tier 2 support teams, conduct detailed root-cause analysis, and identify corrective and preventative actions. Troubleshoot intermittent, multi-user, regional, and enterprise-wide Teams problems; reproduce complex technical issues; and document findings.

Coordinate incident resolution across Microsoft 365, identity, network, security, endpoint, telecom, and infrastructure teams. Develop technical documentation and knowledge articles to help lower support tiers resolve recurring issues. Troubleshoot complex Teams meetings and conferencing, including audio, video, screen sharing, connectivity, and meeting quality. Diagnose Teams Phone and PSTN calling issues involving policies, routing, caller behavior, voicemail, and conferencing. Analyze call quality and connectivity problems, coordinating with network or telecom engineering teams as needed. Correlate Teams symptoms with network, endpoint, identity, and Microsoft 365 service dependencies, and maintain a strong understanding of Teams’ relationship with the broader Microsoft 365 ecosystem.

Requirements

• 3–5 years of experience.
• Mandatory skill: M365 Teams Collaboration.

Responsibilities

• 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 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 to help lower support tiers resolve recurring issues.
• Troubleshoot Teams meeting and conferencing problems, including audio, video, screen sharing, connectivity, and meeting quality.
• Investigate Teams Phone and PSTN calling issues, including calling policies, routing, caller behavior, voicemail, and conferencing.
• 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.
• Maintain a strong understanding of how Microsoft Teams interacts with the broader Microsoft 365 ecosystem.

Benefits

• Medical benefits options
• Dental benefits options
• Disability insurance
• Paid time off, inclusive of sick leave
• Other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed