Sr Analyst III Infrastructure Services

Job Description:

We are looking for an experienced Microsoft Teams Administrator responsible for the administration, configuration, monitoring, troubleshooting, and support of Microsoft Teams across a large enterprise Microsoft 365 environment.

The role will manage Teams policies, teams and channels, meetings, messaging, calling, Teams applications, external access, guest access, governance, security, and Teams Rooms, while providing L2/L3 support for complex issues.

The candidate will work closely with Microsoft 365, Exchange, SharePoint, OneDrive, AV, and Service Management teams to ensure a reliable and secure Teams experience.

Key Responsibilities

1. Microsoft Teams Administration

• •Administer Microsoft Teams through the Microsoft Teams Admin Center.
• •Create, configure, manage, and retire Teams and channels.
• •Manage:
• •Standard channels
• •Private channels
• •Shared channels

• •Manage Teams membership, owners, members, and guests.
• •Configure Teams policies based on business requirements.
• •Manage Teams lifecycle and governance.
• •Support Teams naming, creation, expiration, archival, and deletion processes.
• •Manage Teams templates and organizational standards.
• •Maintain Teams configuration and administration documentation.

2. Teams Policies

Configure and manage Teams policies including:

• •Messaging policies
• •Meeting policies
• •Calling policies
• •App permission policies
• •App setup policies
• •Live event policies
• •Update policies
• •Voice routing policies
• •Emergency calling policies
• •Teams Rooms policies

Perform user-level and group-level policy assignments and troubleshoot policy conflicts.

3. Teams Meetings & Collaboration

• •Configure and support Microsoft Teams meetings.
• •Troubleshoot:
• •Audio/video issues
• •Meeting connectivity
• •Screen sharing
• •Recording
• •Meeting permissions
• •Lobby settings
• •Presenter/attendee issues

• •Support Teams meeting policies and meeting options.
• •Manage meeting-related features such as:
• •Recording
• •Transcription
• •Captions
• •Webinar/Events
• •External participation

Support VIP and executive meetings when required.

4. Teams Messaging & Channels

• •Manage Teams messaging policies.
• •Configure messaging and collaboration features.
• •Support channel creation and membership issues.
• •Troubleshoot Shared Channel and Private Channel access.
• •Support external and guest collaboration.
• •Manage features such as GIFs, stickers, memes, and messaging restrictions.
• •Investigate message delivery and collaboration issues.

5. Teams Voice & Calling

• •Support Microsoft Teams Phone administration.
• •Manage:
• •Calling policies
• •Dial plans
• •Voice routing
• •Phone numbers
• •Resource accounts
• •Auto Attendants
• •Call Queues

• •Support Calling Plans, Operator Connect, and Direct Routing environments.
• •Troubleshoot calling and PSTN issues.
• •Work with telecom and network teams for complex voice incidents.

6. Teams Rooms & Collaboration Devices

• •Support Microsoft Teams Rooms and Teams Rooms Pro.
• •Monitor Teams Rooms devices through Teams Rooms Pro Management.
• •Coordinate with AV integrators and hardware vendors.
• •Ensure meeting rooms remain operational and up to date.

7. Teams Applications

• •Manage Teams applications through the Teams Admin Center.
• •Configure app permission and setup policies.
• •Control first-party and third-party Teams applications.
• •Investigate application installation and access issues.
• •Support Teams app deployment and governance.
• •Work with Security teams to validate application permissions.

8. External & Guest Access

• •Configure and troubleshoot:
• •External access
• •Guest access
• •Shared channels
• •Cross-tenant collaboration

• •Investigate external user authentication and access issues.
• •Work with Microsoft Entra ID and Conditional Access teams where required.
• •Ensure external collaboration follows organizational security policies.

9. Monitoring & Troubleshooting

• •Monitor Teams service health and user experience.
• •Use Microsoft Teams Admin Center reporting and analytics.
• •Analyze Teams usage and service reports.
• •Troubleshoot complex L2/L3 issues involving:
• •Teams client
• •Meetings
• •Calling
• •Messaging
• •Channels
• •Authentication
• •Network connectivity
• •SharePoint/OneDrive integration

• •Collect Teams logs and diagnostic information.
• •Use PowerShell for advanced troubleshooting and administration.
• •Escalate Microsoft product issues to Microsoft Support when required.

10. Microsoft 365 Integration

Strong understanding of Teams integration with:

• •Exchange Online
• •SharePoint Online
• •OneDrive
• •Microsoft Entra ID
• •Microsoft Purview
• •Microsoft Defender
• •Microsoft 365 Groups
• •Microsoft 365 Apps

Troubleshoot dependencies between Teams and underlying Microsoft 365 services.

11. Security & Governance

• •Implement Teams governance and security standards.
• •Support Microsoft Purview requirements related to Teams.
• •Support:
• •Retention policies
• •DLP policies
• •eDiscovery
• •Sensitivity labels
• •Audit

• •Ensure Teams configurations comply with organizational security requirements.
• •Review and remediate excessive external/guest access.
• •Maintain appropriate administrative access using RBAC/PIM.

12. Incident, Request, Change & Problem Management

• •Handle L2/L3 Incidents, Service Requests, Changes, and Problems .
• •Support Major Incident Management.
• •Perform root-cause analysis for recurring Teams issues.
• •Maintain SLA/OLA compliance.
• •Create and maintain knowledge articles and SOPs.
• •Coordinate with Microsoft, vendors, network, security, and other infrastructure teams.
• •Track recurring issues and recommend permanent corrective actions.

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