Messaging Services Senior Specialist

• Monitor Teams usage, performance, and reliability, proactively addressing issues to ensure optimal service delivery
• Plan and execute changes to the M365 services and environment, ensuring minimal disruption and effective communication to stakeholders
• Performs a variety of maintenance tasks associated with the support, modification, and updating and patching servers, also include software installations, upgrades and tests
• Works on abstract and complex problems requiring evaluation of intangible variables
• Integrates trends, data and information into plans, deliverables and recommendations
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions
• Regularly exercises discretion and independent judgment on technical matters
• Builds deeper understanding of processes, procedures, customers and organization
• Develops innovative and creative output based on interpretation and analysis that improve business performance and contribute to corporate goals and strategic intent
• Performs root cause analysis on failed components and implements corrective measures

• Typically requires 6-8 years relevant experience
• Experience managing Microsoft Teams and Microsoft 365 services in a business environment
• Graduate/BTech or equivalent combination of education and work experience
• Microsoft 365 or Teams certification is a plus
• A customer-centric approach with a focus on delivering high-quality support
• Strong verbal and written communication skills, with the ability to explain technical concepts to end users
• Good analytical, excellent communication and problem-solving skills
• Energetic, self-motivated and self-sufficient in accomplishing tasks
• Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning
• Support and Administration of Microsoft Teams across the organization, including integration with other Microsoft 365 services
• Administer Teams policies, settings, and permissions based on business requirements and best practices
• Provide technical support and troubleshooting for Teams users
• Respond to and resolve user support requests, incidents, and service tickets related to M365 applications and services
• Collaborate with IT security to implement and maintain security, compliance, and data retention policies within Teams
• Manage Teams lifecycle, including creation, archiving, and deletion of teams and channels
• Train and educate users on Teams features, updates, and best practices
• Coordinate with other IT staff to integrate Teams with third-party applications and services
• Maintain documentation on Teams configurations, procedures, and troubleshooting guides
• Stay up to date with Microsoft Teams updates, new features, and emerging technologies
• Knowledge Microsoft Teams Phone System, including direct routing, calling plans, and integration with on-premises or cloud-based telephony infrastructure
• Familiarity with SIP, PSTN, VoIP protocols, and telephony concepts

Microsoft 365 or Teams certification