MS Teams Tier 3 Support Engineer

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

• 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.
• 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.

Maintain a strong understanding of how Microsoft Teams interacts with the broader Microsoft 365 ecosystem.

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Mandatory Skills: M365 Teams Collaboration

.Experience: 3-5 Years

.The expected compensation for this role ranges from $45,000 to $121,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options. Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.