Sr Analyst III Infrastructure Services

Job Description: We are looking for an experienced Microsoft Teams Rooms and Microsoft Teams Voice professional responsible for the implementation, administration, monitoring, and support of enterprise collaboration, conferencing, and telephony solutions. The role will manage Microsoft Teams Rooms (MTR), Teams Rooms Pro, Microsoft Teams Voice/Phone, AV collaboration systems, and hybrid voice environments.

The candidate will provide L2/L3 technical support, troubleshoot complex voice and video issues, support high-profile/VIP meetings, and coordinate with internal teams, AV integrators, telecom teams, and external vendors. The ideal candidate should have strong hands-on experience with Teams Admin Center, Teams Rooms Pro Management, Teams Phone, Direct Routing, SBCs, PSTN, CQD, PowerShell, AV equipment, and meeting-room technologies.

Key Responsibilities 1. Microsoft Teams Rooms & Teams Rooms Pro Administer and support Microsoft Teams Rooms and Teams Rooms Pro environments. Configure and manage Teams Rooms Pro Management . Monitor room health, device status, alerts, connectivity, and performance. Perform firmware, application, and device updates remotely. Troubleshoot Teams Rooms integration issues. Ensure all meeting rooms remain operational, compliant, and up to date.

Manage room booking systems and collaboration/space-management platforms. Read, interpret, and maintain AV room schematics and configurations . 2. AV & Collaboration Support Ensure proper Audio/Visual integration across meeting and collaboration spaces. Work with AV integrators and hardware manufacturers vendor for installations, upgrades, and complex issues. Ensure health and operational readiness of all AV equipment.

3. Microsoft Teams Voice & Telephony Configure, and support Microsoft Teams Phone solutions. Manage: Calling Plans Operator Connect Direct Routing PSTN connectivity Voice routing policies Dial plans Calling policies Emergency calling Configure and manage: Auto Attendants Call Queues Resource Accounts Phone numbers Voice users Perform Teams Voice license and policy administration. Troubleshoot complex calling, PSTN, SIP, and call-routing issues.

Support integration with SBCs such as AudioCodes. Provide technical assistance to telecom and telephone-system teams. 4. Hybrid Voice & Third-Party Integration Support hybrid Microsoft Teams Voice environments. Work with on-premises: SBC IP-PBX PSTN infrastructure 5. Monitoring & Troubleshooting Monitor Teams Rooms and Teams Voice environments proactively. Use Teams Rooms Pro Management for remote monitoring and diagnostics.

Use Call Quality Dashboard (CQD) and Teams reporting tools to analyze call quality and media performance. Troubleshoot: Audio/video issues Teams Rooms connectivity Call drops One-way audio Poor call quality SIP issues Teams Certificate problems Analyze logs and, where required, perform SIP trace analysis . Identify recurring issues, trends, and problem areas and drive permanent resolution. Escalate persistent hardware/software issues to vendors or client teams.

7. Incident, Request, Change & Problem Management Manage Incidents, Service Requests, Changes, and Problems related to Teams Rooms and Teams Voice. Follow ITIL-based operational processes. Ensure accurate ticket documentation and timely resolution. Participate in major incident management and escalation processes. Identify recurring incidents and initiate Problem Management. Maintain appropriate SLA/OLA adherence.

Communicate outages, priority incidents, recurring issues, and service-impacting patterns to management and stakeholders. 9. Governance & Documentation Maintain technical documentation, SOPs, support procedures, room configurations, and AV schematics. Maintain Teams Rooms and Voice inventory. Prepare operational and service reports. Implement Microsoft Teams policies, updates, and governance standards.

Ensure voice and room environments meet organizational security and compliance requirement