Immediate Joiner For Microsoft Tier Iii Voice Support Engineer | Netrix | Worldwide

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.

Title: Microsoft Teams Tier III – Voice Support Engineer

Job type: Full time

Shift: US Shift

Job location: Remote

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.

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.

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

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home