Lead Systems Administrator – Operations Microsoft Teams

Advance English B2+/C1, Operations, Systems Administrator, Technology
Costa Rica
April 2, 2025
Full Time
Urgent

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Job Description

The Lead Systems Administrator for Microsoft Teams Operations provides advanced support, troubleshooting, and continuous improvement for Microsoft (MSFT) Teams, Teams Voice, Auto Attendant, and Video Conferencing services. This role focuses on Teams incident support, diagnosing and resolving issues, driving proactive service enhancements, and integrating Teams with evolving Microsoft 365 functionalities. The engineer will manage user provisioning, enhance system performance, and support new feature rollouts as Microsoft expands its collaboration tools. This position requires deep expertise in Teams administration, including external business partner Guest-Access provisioning, and foundational telephony services.                                                                                  

Essential Responsibilities                                                                         

  • Expert Microsoft 365: Must possess a comprehensive understanding of the entire Microsoft 365 suite, including Office 365 (Office Apps), Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other related products, and be able to troubleshoot issues related to these products, including a thorough understanding of the administration, configuration, and security of Microsoft 365.
  • Problem-solving skills: Must possess strong problem-solving skills at the tier 3 support level and be able to troubleshoot common to complex issues related to Microsoft 365 and should also be able to work independently and as part of a team to resolve issues.
  • Microsoft Teams Administration: This role supports Teams Admin Center configurations, policy management, and troubleshooting to ensure optimal service performance.
  • Supports the stability, availability, and performance of enterprise systems (e.g., systems, applications, storage, security) by performing complex systems analysis to identify problems, trends, and opportunities for improvement.
  • Incident & Problem Management: Manage MSFT Teams-related incidents, diagnose root causes, and implement service improvements to enhance reliability.
  • Teams Voice & Telephony Services: Support Auto Attendant, Call Queues, and foundational telephony services as part of the Teams Phone ecosystem.
  • Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
  • Plans and performs complex system configuration.
  • External Business Partner Access: Manage Guest Access provisioning for external users, ensuring compliance and security best practices.
  • Creates documentation of new and existing system configuration and procedural information, and ensures system configurations documentation is complete and accurate
  • Plans the implementation of hardware and software changes into environments and one or more additional IT production environments by performing impact analyses of system changes.
  • Microsoft 365 Integration: Ensure Teams functions as an integration point for Microsoft services such as Exchange Calendaring, SharePoint Sites (Teams and Channels), and Microsoft Copilot.
  • Video Conferencing Optimization: Troubleshoot and enhance video conferencing performance to provide a seamless user experience.
  • ServiceNow Ticket Management: Handle escalations and service requests, ensuring timely resolution and documentation.
  • Defines the maintenance, modification, and documentation of complex and advanced applications.
  • Supports the development of guidelines to prevent and/or resolve recurring problems.
  • Recommends and executes performance tuning and optimization activities.

Minimum Qualifications                                                                              

  • Bachelor’s degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years working in IT or operations. Additional three (3) years equivalent work experience for a total of nine (9) may be substituted for the degree requirement.
  • Four (4) years experience in Microsoft Teams Admin Center for managing configurations, troubleshooting, and service optimization.
  • Expertise in Microsoft 365: Must possess a comprehensive understanding of the entire Microsoft 365 suite, including Office 365 (Office Apps), Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other related products, and be able to troubleshoot issues related to these products, including a thorough understanding of the administration, configuration, and security of Microsoft 365.
  • Minimum three (3) year in an informal lead role working with IT or operational teams.Technology and team leadership (SME)
  • Four (4) years system administration experience.
  • One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
  • One (1) year of development experience with Agile/Scrum Methodology
  • Two (2) years exprience Microsoft Teams Voice/ Telephony
  • One (1) year of experience Video Conferencing performance optimization. I.e.: Cisco, or Teams.                                                              

Additional Requirements                                                                           

  • Communication skills: Must have excellent communication skills, both verbal and written, in the English language. Needs to be able to communicate technical information to both technical and non-technical users and colleagues in a clear and concise manner.
  • Technical expertise: Must demonstrate strong technical skills, including experience with Windows Server, Active Directory, DNS, TCP/IP, and other related technologies. Familiarity with PowerShell scripting and other automation tools used to manage Microsoft 365 is required.
  • Problem-solving skills: Must possess strong problem-solving skills at the tier 3 to 4 support levels and be able to troubleshoot and solve complex issues related to Microsoft 365 and should also be able to work independently and as part of a team to resolve issues.                 

Preferred Qualifications                                                                              

  • Three (3) years experience working in a large matrixed organization.
  • Four (4) years experience writing documentation or standard operating procedures related to system administration.
  • Healthcare industry knowledge: Prefer knowledge of healthcare industry regulations and standards, such as HIPAA, but is not required.

Benefits

  • Transportation.
  • Life insurance.
  • Medical insurance.
  • Solidarity association.
  • Growth plans.
  • Additional days off.    

K4

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