Level 3 / 4 Support Engineer (Microsoft Teams)
Aisling Group
Cyberjaya, Selangor, Malaysia
5 hari yang lepas


Location, Quill 18, Cyberjaya

A winning Managed IT practice with specialism in outsourced Managed IT services with a global presence. We help Enterprise organisations to realise their business value through transformational impact of Modern Work Place Technologies.


As a Level 3 Team Operations Engineer you will be expected to triage and manage ticket resolution covering any direct feature of Microsoft Teams or any of its dependencies.

You will be part of a team of operations engineers which will be required to work a shift pattern covering EMEIA, US and APAC time zones.


Resolving of incidents / requests from end users that are assigned to the Level 3 Teams resolver group

Escalate and liaising with other resolver groups on incident resolution as required (E.g. Networks)

Escalate and liaising with 3rd party vendors on incident resolution as required (E.g. Microsoft)

Monitoring of the environment and initiating actions to resolve or mitigate any incidents

Ensuring SLA targets and KPI’s are met

Provide support to internal teams on ticket resolution (E.g. creating knowledge base articles, assisting in training, etc.)

System administration including the commissioning of new features

Involvement in the Problem and Change management processes (E.g. Providing technical Root Cause Analyst information)

Understanding management requirements, collecting data, delivering analysis and identify improvements


Technical knowledge of Microsoft Teams, Microsoft O365, Microsoft Server family and the wider Microsoft product stack and technologies that are peripheral to Unified Communications

Technical skills in any of the following technology areas would be a significant advantage :

ServiceNow service management system

Microsoft Skype for Business / Lync / Teams

Networking knowledge

Ribbon and / or AudioCodes session border controllers (SBCs)

A working knowledge of ITIL standards and practices, including incident management

Good interpersonal skills and an ability to communicate effectively

  • Strong analytical and troubleshooting skills
  • Mature and presentable

    Strong organisational and time management skills

    Comfortable with owning and resolving technical issues

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