MS Teams Support Engineer

At EY, you’ll 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’re 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. 

MS Teams Support Engineer

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

The opportunity

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 Microsoft Teams support, Escalation management, Vendor management, Service/Change management and service roadmap deployment evaluations.

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

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

EY | Building a better working world 

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.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.