Skype for Business/MS Teams Tier III Escalation Analyst

NCS, Inc. - Redmond, WA (30+ days ago)4.8


Position Summary

If you enjoy in-depth troubleshooting and take pride in providing excellent customer support, this may be just the job you're looking for! NCS has an immediate opening on for a Support Technician with our Skype for Business / Microsoft Teams Tier 3 Escalation Team in Redmond, WA. Team members provide top-tier Skype for Business (previously Lync) and MS Teams support for a large corporate customer in a dynamic, yet collaborative environment.

As a member of this team, you would serve as a final escalation point for Skype for Business and MS Teams related issues in an environment of over 200,000 end users. You would be part of a team that specializes in troubleshooting wide-scale service issues, identifying product bugs, and driving resolution with the associated product teams. Don’t quite have all the qualifications below? If you are technically astute and have a proven ability and willingness to learn and grow in a constantly changing environment, then we are willing to invest the time and resources to help you reach that next level.

Essential Functions & Duties Include:

  • Join forces with engineering and support teams across IT to address complex break/fix scenarios
  • Managing customer communications for high-impact issues
  • Developing and authoring technical documentation for internal and lower tier support teams
  • Training lower tier teams to enable first touch resolution (“Shift Left” strategy)
  • Driving continuous improvement efforts through proactive service monitoring
  • Testing latest technologies, new devices, services and scenarios before they ever reach production

Skills and Qualifications:

  • Minimum 2 years of network troubleshooting experience or equivalent courses/certifications
  • In-depth knowledge of Windows Server OS and its functions
  • Strong verbal and written communication skills are essential
  • Capable of learning and adapting quickly from on-the-job training
  • Driven to develop new skills and learn about latest technologies
  • Able to identify gaps in knowledge and ask relevant questions to improve
  • Resourceful, self-motivated, detail-oriented
  • Self-starter with the ability to work independently as well as within a team
  • Proficient in Microsoft Office (Outlook, Excel, PowerPoint, etc.)
  • Understanding of:

Active Directory, Wired/Wireless Networking, TCP/IP, DNS, DHCP, Firewalls, VLANs, Server Administration, PC Hardware, Audio/Video Peripherals, Azure, Office 365, Exchange, Enterprise Telephony & VoIP, SQL, Scripting/Programming (PowerShell and C# are a plus)

Preferred:

  • Working knowledge of Skype for Business and/or MS Teams
  • Proficient with PowerShell scripting or C# for automation and administration of servers and services
  • Prior experience troubleshooting remotely located end users in a corporate/enterprise environment
  • Microsoft Certifications

Job Type: Full-time