Required Skills
-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.
Should Have Skills:
-VoIP troubleshooting and network technology expertise.
-In-depth support experience with Microsoft Teams, including the use of the Teams Call Quality Dashboard.
-Network data analysis for VoIP troubleshooting using tools such as Wireshark or Fiddler.
-Extensive experience with Windows-based operating systems and applications.
-Strong troubleshooting and customer-facing IT support capabilities.
-Experience in enterprise settings, supporting executive-level team members.