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 requirements.
• Track risks, recurring problems, capacity issues, and technology lifecycle requirements.

Technical Skills

Microsoft Teams

• Microsoft Teams
• Teams Admin Center
• Teams Rooms
• Teams Rooms Pro Management
• Teams Phone
• Teams Policies
• Teams Reporting

Teams Voice

• Microsoft Teams Phone
• Direct Routing
• Operator Connect
• Calling Plans
• PSTN Integration
• Voice Routing
• Dial Plans
• Auto Attendants
• Call Queues
• Resource Accounts
• SBC

Teams Rooms / AV

• Microsoft Teams Rooms
• Microsoft Surface Hub
• Cameras
• Microphones
• Speakers
• Displays
• Touch Controllers
• Wireless Presentation
• AV Integration
• Video Conferencing / Telepresence

Hybrid & Legacy Technologies

• Exchange Online
• Microsoft 365
• IP-PBX
• SBC
• PSTN

Networking & Troubleshooting

• TCP/IP fundamentals
• DNS
• DHCP
• Firewall
• VPN
• QoS
• Network readiness
• Media optimization
• SIP
• SIP Tracing
• Certificates

Tools

• Microsoft Teams Admin Center
• Teams Rooms Pro Management
• PowerShell
• Call Quality Dashboard (CQD)
• Power BI
• Microsoft 365 Admin Center
• ITSM/Ticketing tools

Qualifications & Experience

• 8–10 years of overall IT experience.
• 3–4+ years of hands-on Microsoft Teams Voice and Teams Rooms experience.
• Strong experience in enterprise Microsoft Teams administration and collaboration technologies.
• Hands-on experience with Teams Rooms deployment and troubleshooting.
• Strong understanding of Teams Phone, Direct Routing, SBC and PSTN technologies.
• Hands-on experience with Exchange Online.
• Experience supporting hybrid voice environments.
• Experience working with AV integrators and hardware vendors.
• Strong troubleshooting and analytical skills.
• Good understanding of ITIL processes and service management.
• Excellent communication and stakeholder-management skills.

Preferred Certifications

• Microsoft Teams-related certifications
• MS-700 – Managing Microsoft Teams
• Microsoft 365 certifications
• Teams Voice/Rooms-related training or certifications

Behavioral & Operational Requirements

• Strong customer-service orientation.
• Excellent verbal and written communication.
• Ability to work independently and manage critical incidents.
• Ability to work effectively under pressure.
• Strong ownership and problem-solving mindset.
• Willingness to support 24×7 operations and shift-based support.
• Comfortable supporting VIP/executive and customer-facing meetings.
• Strong coordination skills across technical teams and external vendors.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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