Conferencing Services Engineer

Overview

Provide L3 operational support for Microsoft Teams meetings, calendar integration, Teams Rooms and enterprise conferencing services, with a focus on stability, platform hygiene and timely resolution of escalated issues.

What you'll do

• Provide L3 operational support for Microsoft Teams meetings, Outlook and Teams calendar integration, Teams Rooms, and enterprise conferencing services, with a focus on service stability, platform hygiene, and timely resolution of escalated issues.
• Troubleshoot complex meeting failures and user experience issues across audio, video, connectivity, room systems, and conferencing devices, using telemetry and call quality metrics to identify root causes.
• Support Teams Rooms and conferencing hardware throughout the operational lifecycle, including provisioning, configuration, monitoring, maintenance, and coordination of vendor repairs or replacements.
• Take end-to-end ownership of L2/L3 escalations and incidents, partnering with Facilities, Network, Endpoint, Device, and vendor teams to investigate, resolve, document, and prevent recurring issues.
• Identify recurring issues, high-volume ticket drivers, and manual processes, and implement configuration, automation, runbook, and process improvements to reduce support demand, enable L1/L2 resolution, and increase self-service.

What you'll need

• Bachelor's Degree or higher AND 5+ years of experience in Microsoft Teams conferencing, enterprise meeting services, or collaboration technology operations.
• 5+ years of experience supporting Microsoft Teams meetings and conferencing services in an enterprise production environment.
• 5+ years of experience troubleshooting audio, video, connectivity, meeting quality, and user experience issues.
• Experience supporting Outlook and Teams calendar integration, Teams Rooms, and enterprise conferencing devices.
• Experience working within L2/L3 incident, escalation, and production support environments, including root cause analysis and preventative actions.

Nice to have

• Hands-on experience analyzing Microsoft Teams meeting quality using telemetry, Call Quality Dashboard, call analytics, or similar diagnostic capabilities.
• Experience provisioning, configuring, monitoring, and maintaining Microsoft Teams Rooms and conferencing hardware.
• Experience coordinating with conferencing device vendors for escalations, repairs, replacements, and lifecycle support.
• Experience using PowerShell or other automation capabilities to reduce repetitive operational activities and improve service efficiency.
• Experience creating and improving runbooks, operational procedures, and knowledge documentation to support L1/L2 enablement and shift-left initiatives.
• Strong customer support, troubleshooting, incident ownership, cross-team collaboration, and continuous improvement skills.

Details

• Work location: Bangalore - Hybrid.
• Travel: may include up to 10%, domestic/international.