Job Description

At EY, you\xe2\x80\x99ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we\xe2\x80\x99re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Job Summary:
As part of Teams support in Enterprise Technology this candidate will be forefront of Technical support by emerging and collaborate with technology team.
The Microsoft Teams Operations Engineer has responsibilities within a team of L3 and supports various application platform services across a range of business portfolios. This individual will support the end-to-end aspects of services
under their remit including but not limited to service engineering, L3 End User Collaboration Application Business support,Escalation management, Vendor management and service roadmaps and standards. Closely work with project managers,Architects, team leaders and technical leads to resolve issues which arise within projects. This role would also participate in any escalations, root cause analysis and service optimization for a given service or product.
The End User Technology Experience requires a seasoned engineer to provide technical guidance on Teams Platform solutions and O365 Cloud Services. Candidate must be a self-starter with Agile framework experience and provide
RISK/Technical architecture leadership.
Essential Functions of the Job
Teams Operations:

• Provides operational readiness activities aligned to Microsoft Teams and potentially supporting services such as Teams, SharePoint Online and OneDrive for Business.
• More effective and competent in supporting Teams client issues and End Points (Poly,Surface Hub, Audio Codes etc.)
• Troubleshoot Skills in Teams Calls and Teams Cloud Voice Calls service
• Provide operational support readiness in handling Teams issues in Apple, Android and iOS devices
• Effective support delivery on Teams on Mobile platforms
• Partners with the support team to work through tickets to share and document knowledge and best practices with the aim for the team to support independently.
• Provide suggestions and improvements on troubleshooting process.
• Effectiveness in Service Health monitoring using MS 365 console and actively respond based on system alerts andnotifications.
• Sound knowledge and support in Microsoft Call Quality tools and investigation analysis is a primary skill required for Operations role
• Coordination with different escalation teams during high severity Incidents or new projects.
• Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.
• Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs.
• Resolve and act as escalation and coordination point for incidents and problems related to escalations from service desk and performs root cause analysis.
• Requirements gathering for design, development and deployment of a platform or product ensuring adequate resiliency.
• Act as Subject Matter Expert on Teams support and operational ownership.
• Maintain effective and consistent communication with teammates, peers and the leadership team.
• Raise risks and issues to the team technical lead, team lead and project managers whenever necessary.
• Adheres to firm\xe2\x80\x99s Develops, Agile Transformation and ITIL methodologies.
• Experience with multi-geography, multi-tier service design and management.
• Effectively aid on services or incidents initiated by customers for Microsoft Teams services.
• MS Teams Operations Support

Knowledge and Skills Requirements:

• Deep knowledge and experience in managing MS Teams and its modalities
• Sound knowledge in Azure AD Group, Office 365 Platform, License Management and O365 Groups
• Sound working experience in Office 365 Platform services in SharePoint Online, Teams and One Drive for Business
• Good level knowledge in Voice services, MS teams Enterprise voice skills is highly desirable
• Platform Expertise using Microsoft Graph, Power Apps, Flow and O365 Groups
• Enhanced knowledge in Teams, Office 365,Teams Voice, Power Tools, Flow, Call Quality Dashboard, Analytics,

Intune and Automation tools

• Good understanding of the technical aspects of the product(s)
• Ability to work with people in a variety of cultures, countries and time zones
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills
• 3-5 years\xe2\x80\x99 experience in Teams Support role

Other Requirements:

• The role may require minimum travel, participate in workshops and available in US business hours

Job Requirements:
Education:

• Bachelor Engineering or Science discipline

Experience:

• Approximately 3 to 5 years of experience in a comparable Technical Support role.

Certification Requirements:

• MS Teams, Azure AD, Poly, Voice Gateways, Analytics

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