SUPPORT ENGINEER
Infosys Bengaluru East, Karnataka, India
Job Description
"Unlock the doors to a rewarding career as a Support Engineer at Infosys, where you'll play a pivotal role in delivering exceptional technical support and expertise in Microsoft Teams architecture and licensing, VoIP protocols, and more."
As a Support Engineer at Infosys, you'll be part of a dynamic team that provides Level 2 and Level 3 support for Microsoft Teams workloads, including chat, meetings, and calling. You'll be responsible for troubleshooting complex technical issues, conducting root cause analysis, and implementing fixes to ensure seamless communication and collaboration for our clients.
To excel in this role, you'll need a strong foundation in Microsoft Teams architecture and licensing, VoIP protocols, networking fundamentals, and log analysis and troubleshooting tools. You'll also work closely with cross-functional teams to ensure a comprehensive understanding of our clients' needs and deliver tailored solutions.
Why you should learn this:
The demand for skilled Support Engineers with expertise in Microsoft Teams and VoIP protocols is on the rise, driven by the increasing adoption of cloud-based communication and collaboration tools.
Expected Salary: $80,000 - $120,000 per annum, depending on location and experience
How it works:
- Gain a deep understanding of Microsoft Teams architecture and licensing, including Direct Routing, Operator Connect, Voice route, Dial plan, and PSTN usage.
- Develop expertise in VoIP protocols, including SIP and RTP, and networking fundamentals, such as TCP/IP, DNS, and QoS.
- Learn log analysis and troubleshooting tools, including CQD, to identify and resolve call quality issues.
- Gain hands-on experience with Teams features, such as Auto Attendant and Call Queue.
- Develop knowledge of Teams Admin center, PMP, PowerShell commands, and Teams policies.
Core Concepts to Master
Microsoft Teams Architecture and Licensing
Microsoft Teams architecture and licensing involve understanding the underlying infrastructure, protocols, and technologies that enable seamless communication and collaboration. This includes Direct Routing, Operator Connect, Voice route, Dial plan, and PSTN usage.
VoIP Protocols and Networking Fundamentals
VoIP protocols, such as SIP and RTP, and networking fundamentals, such as TCP/IP, DNS, and QoS, are crucial for ensuring reliable and high-quality voice and video communication.
Log Analysis and Troubleshooting Tools
Log analysis and troubleshooting tools, including CQD, are used to identify and resolve call quality issues and ensure smooth communication and collaboration.
Interview Questions (Beginner)
- What is Microsoft Teams architecture and licensing?
- What are the key components of VoIP protocols?
- How do you troubleshoot call quality issues using log analysis and troubleshooting tools?
Job Overview
Advance Questions
- • Can you explain the concept of Direct Routing and Operator Connect in Microsoft Teams?
- • How do you configure and troubleshoot Voice route, Dial plan, and PSTN usage in Microsoft Teams?
- • Can you walk me through a scenario where you had to troubleshoot a complex call quality issue using CQD and other log analysis and troubleshooting tools?