REQUIRED EXPERIENCE:
• A minimum of 5 years troubleshooting in IT retail or tech support roles, with a preference for Microsoft technologies expertise.
• Proficiency in technical writing and a good understanding of Microsoft 365 Office applications.
• Experience in diagnosing VoIP call quality problems and expertise in network infrastructures such as Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP.
• Proficient in managing Windows Server, Active Directory, and Session Border Controllers on-premises.
• Knowledgeable in Hybrid Teams configurations and Direct Routing.
• Well-acquainted with Microsoft 365 technologies, especially Skype for Business and Microsoft Teams.
• Familiarity with Teams voice calling plans and subscription models.
• Experienced in deploying, managing, or supporting Enterprise Unified Communications solutions.
• Ability to analyze network data using tools like Wireshark or Fiddler for VoIP issue troubleshooting.
• Skilled in communicating technical issues effectively to both technical and non-technical stakeholders.
• Excellent organizational, time management, communication, and documentation abilities.
DESIRABLE CERTIFICATIONS:
• Microsoft 365 Certified: Teams Administrator Associate.
• Microsoft Certified: Teams Support Engineer Specialty
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate