EY MS Teams Support Engineer 

India, Kerala, Kochi 

646758213

Your key responsibilities

• Provide support on daily customer initiated and controlled operations of the services in Microsoft Teams,
• Chat & Meetings, Audio conference, Microsoft Copilot and Teams Health monitoring
• Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs
• Responsible for handling Level 3 service requests and operational activities
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service requests
• Coordination with different escalation teams during high-risk Incidents or Projects
• Adheres to engineering methodologies, standards, and leading practices
• Provide feedback regarding engineering methodologies and various user requirements
• Produce accurate, brief, and clearly written documents tailored to audience needs and expectations
• Recommendation of process engineering and operational improvement initiatives including automation tooling, service enhancement including for vendors
• Execution of application environment tasks as required for incident resolution
• Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents
• Follow-up & respond to automated alerts on the health of systems
• Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of application environments
• Adhere to EY and ITIL guidelines for Incident, Problem, and Change Management
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures
• Responsible for assisting senior team members in research and development of new products and technologies
• Root cause analysis and service improvement solutions

Skills and attributes for success

• Ability to work well within a multi-disciplinary team structure, but also independently
• Ability to work with 3rd party vendors (i.e., PSTN carriers, Cloud, MS, IBM) for escalation of issues
• Demonstrates analytical and systematic approach to problem solving
• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences
• Personal drive to improve and develop as well as ability to improve work processes, find automation opportunities and areas for improvement
• Responsible to plan, schedule and monitor work activities to meet time and quality targets
• Responsible to absorb rapidly new technical information, business acumen, and apply it effectively
• Outstanding management, interpersonal, communication, and organizational skills
• Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change
• Demonstrable basic knowledge of key products such as Skype for Business, Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing
• Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage
• Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows
• Basic understanding of networking/LAN/WAN & SDWAN concepts including but not limited to Quality of Service, Call Admission Control
• Basic knowledge in analytical tools and monitoring tools and usage of those tools
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e., remote access tools, Windows Support tools, connectivity tests, etc
• Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments
• General understanding of various IT security concepts as they relate to production environments
• 10-15 years of related work experience
• Flexibility with rotational shifts will be an added advantage

Other details

• Participate in a variable shift pattern/On-Call rotation as needed
• Flexibility in scheduling with a willingness to work extra non-standard hours to meet business demands
• Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently
• Strong interpersonal and verbal and written communication skills
• Ability to meet agreed deadlines, with demonstrable productivity

What we offer you

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.