Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. With over 300 professional experts across the globe, we service some of the world's most successful Fortune 500 and Fortune 1000 companies.
The Technical Support Specialist will be responsible for managing, supporting, and troubleshooting Microsoft Teams and related Microsoft 365 services. This role ensures the stability, performance, and security of collaboration tools while providing second-level support to end users and handling escalations from the first-line support team.
Location: Remote Canada
Employment Type: Regular Full-time
Key Responsibilities: Strategically plan, design, deploy, and provide ongoing support for Microsoft Teams Phone, ensuring seamless functionality. Design and implement Direct Routing on Session Initiation Protocol (SIP) Trunks, Session Border Controllers, and telephony architecture to optimize Microsoft Teams Voice deployment. Deliver technical user support for escalated incidents, promptly resolving system/application issues to minimize downtime. Develop high-level Microsoft Teams architecture designs and guidance to guarantee the success of Microsoft Teams Voice deployment. Offer strategic direction on product enhancements, system integration, and overall improvements to the telephony infrastructure. Keep key stakeholders informed of challenges and mitigation strategies, demonstrating effective communication skills. Tactfully communicate difficult or sensitive information and escalate issues in a timely and appropriate fashion. Create and update comprehensive documentation for system parameters, logical/physical topologies, standards, and procedures. Effectively communicate with project managers, direct management/team members, and cross-functional team members via email, instant messaging, or face-to-face interactions. Troubleshoot Microsoft Teams device login issues to ensure a smooth user experience. Required Skills & Experience: Bachelor's degree in computer science or related field (or equivalent work experience). Experience in a Level 2 or similar IT support environment. 5+ years of experience that is directly related to the duties and responsibilities specified. Experience with Microsoft Teams, Skype for Business Online/OnPrem, Enterprise Voice/Unified Communication (SBC, VoIP, PBX). Proficient in Microsoft Teams, Microsoft 365, PowerShell, Microsoft infrastructure, Active Directory, VOIP platform, IP, SMTP troubleshooting, and Exchange messaging. Experience in deploying and configuring Microsoft Teams Phone with PSTN connectivity through Direct Routing, Operator Connect, and Microsoft Teams Calling Plans.
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