Microsoft Technical Support Advisory - TEAMS 

Taiwan, Taoyuan City 

193510897

Preferred Qualifications, Abilities and Experience

• Proven work experience as a Microsoft Teams Administrator, Specialist, or similar role. Previous involvement in deploying, administering, and supporting Enterprise Unified Communications solutions.
• Troubleshooting and resolution experience on Microsoft Teams & Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019.
• Proficient expertise in Microsoft Teams' advanced calling capabilities, encompassing Calling Plans, Direct Routing, Conferencing, Auto attendants and Call queues.
• Capability to analyze and interpret data captures and trace logs for resolving customer issues in production environments related to Office 365 authentication, call quality, integration, migration, and VoIP.
• Familiarity with various Teams certified hardware and endpoints.
• Good understanding of M365 technologies (Preferably MS 900 Certification)
• Previous hands-on experience supporting Microsoft Teams/Skype for Business/Voice technologies (eg: Cisco, Avaya, Ribbon, etc) (MS 700/MS 721 or equivalent)
• Previous hands-on experience with Active Directory, Azure Active Directory or other on-premises server Administration like Exchange on-premises.
• Knowledge of TCP/IP networking, switches, routers, firewalls and protocols.
• Knowledge of Devices
• Knowledge of Virtualization
• Knowledge of Voice communications.
• Knowledge of Skype for Business hybrid deployments.
• Other Cloud products.

Qualifications

Required/Minimum Qualifications

• 3+ years prior product, customer support and/or technical support experience.
• Language Qualification: English Language: fluent in reading, writing, and speaking.
• 7+ years prior product, customer support and/or technical support experience

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.