Microsoft Teams Tier III Voice Support Engineer

About The Opportunity

Netrix global is seeking a highly skilled Microsoft Teams Tier 3 Support Engineer to join our team. The ideal candidate will be responsible for monitoring and managing requests within the Collaboration Tier III queues, ensuring adherence to service level agreements (SLAs) and delivering exceptional customer service.

How You Will Make An Impact

• 1 Monitor and manage tickets in the Collaboration Tier III queues, preventing SLA breaches and escalating issues when necessary.
• Communicate directly with clients to gather information, provide updates, and resolve incidents or service requests via phone, chat, and email.
• Execute timely and effective communications following Netrix Global's customer engagement and communication guidelines.
• Troubleshoot and resolve complex issues, escalating to Technical or Solution Architect resources as needed, while maintaining ticket ownership.
• Document all work performed and communications in ticketing systems for internal and external stakeholders.
• Continuously develop technical skills through peer knowledge transfer, training, self-study, and vendor certifications (Cisco, Microsoft, Polycom, Avaya, etc.).
• Act as a primary resource for key strategic clients, understanding their environment and configurations.
• Assist or lead project-based work, providing status updates and escalating issues as needed.
• Perform scheduled maintenance tasks, ensuring proper change management and minimal service disruptions.
• Collaborate with team members to share insights and knowledge, providing technical guidance and mentorship.
• Create and update Standard Operating Procedures (SOPs) and maintain the Service Desk knowledge base.
• Identify root causes of chronic issues and generate Problem Tickets.
• Participate in an on-call rotation for after-hours and weekend coverage.

What You Will Bring To The Table

• 1 Expertise in Microsoft Teams Voice, including call flows, routing, SBC, and SIP fundamentals.
• Proficiency with phone endpoints (desk phones, common area phones, conference room phones).
• Strong troubleshooting skills and knowledge of manufacturer best practices.
• Ability to handle multiple tasks concurrently and prioritize effectively in a fast-paced environment.
• Excellent communication skills and customer service orientation.
• Ability to train end-users as needed.
• Ability to work US day shift hours.

This position offers the opportunity to work with a dynamic team and make a significant impact on our client's success. If you have technical expertise and a passion for delivering exceptional service, we encourage you to apply.

About US

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.

At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com