Office 365/Collaboration specialist - Enterprise Voice

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure - good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally "figuring it out." This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your clients.

There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn't specific to any one platform, so you'll need a good feel for all of them. And because of this, you'll experience variety and growth at Kyndryl that you won't find anywhere else.

You'll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both client expectations and internal challenges - in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when clients come back to us and ask for the same person by name. That's the kind of impact you can have!

Responsibilities

• Provide technical support to customers, Kyndryl Account Teams, and Internal Delivery Teams.
• Lead the resolution of major incidents in customer collaboration environments, ensuring timely resolution.
• Conduct periodic analysis and assessments to identify areas for improvement and propose corrective measures, implementing solutions as necessary.
• Participate in and lead technical discussions with customers; prepare and execute implementation plans to achieve customer IT objectives for collaboration environments.
• Manage complex RFS activities and implement technical solutions as approved by the customer, including both the setup/configuration of new collaboration environments and the remediation and migration to designated collaboration toolsets.

• 2+ years of Hands-on experience in Microsoft Server, Cloud, Active Directory, EntraID, Microsoft 365 includes Hybrid Environments administration of Exchange, SharePoint, OneDrive, MS Teams with Enterprise Voice Skills
• Must have experience driving for engineering solutions and working across teams
• Extensive experience and judgment to plan and accomplish goals
• Ability to apply general rules to specific problems to produce conclusions and responses.
• Ability to communicate effectively, both verbal and written
• Strong process improvement experience

• Working knowledge of Microsoft Teams Phone concepts (users, numbers, calling policies, voice routes) as referenced in Teams Telephony escalations
• Understanding of Teams Phone license assignment, removal, and number reassignment, especially for Joiner / Mover / Leaver (JML) scenarios.
• Familiarity with Calling Plans vs Direct Routing vs Operator Connect (awareness level), referenced through internal learning and migration discussions
• Ability to validate phone number location and range correctness (country/city alignment), highlighted as a gap in escalations involving wrong number assignments.
• Basic Teams Admin Centre navigation:
  
  
  • Users → Voice
  • Phone number assignment validation
  • Calling policies & emergency location awareness (conceptual)

• PowerShell awareness for Teams Telephony (read‑only / validation level), explicitly mentioned in internal discussions for forwarding and validation checks.
• The scope of the Teams Telephony Support service is the provision of administration and support of Microsoft Teams telephony services, including: call routing, voicemail, and integration with meeting room devices

• Expert/Basic level skills in collaboration technologies. This includes (but is not limited to) major workloads within the Office 365 Suite across various licenses and its on-premises components, including Exchange, SharePoint, Skype, Lync and similar Collaboration products such as Yammer, Cisco WebEx and Jabber
• Expert in troubleshooting of On-Premises Active Directory and Azure Active Directory (AAD)
• Skilled in Microsoft Security Products (i.e., Enterprise Mobility + Security (EMS)), EOP
• Experience in Scripting (i.e., PowerShell) and the ability to implement simple to complex technical solutions with migration capabilities (Collaboration technologies)
• Knowledge of migration tools such as Quest, Binary Tree, etc.
• Deep understanding of Windows Server Administration in OnPrem, Virtual and Cloud environments
• Technical leadership skills
• Customer Relationship Management Skills
• Deep Analytical / Assessment Skills
• Ability to handle the pressure, communicate effectively (Written and Oral)
• Excellent Troubleshooting Skills, Customer Handling via Chat, Email & Voice Support
• Certifications :
• Microsoft 365 Certified: Fundamentals (MS‑900)
• Microsoft 365 Certified: Messaging Administrator Associate
• Microsoft 365 Certified: Teams Administrator Associate (MS‑700)
• Microsoft Teams Voice Engineer certification (MS-720)