About Match Point Solutions

Match Point Solutions is a fast-growing global IT and Engineering services firm delivering innovative technology solutions to leading enterprises including Uber, Robinhood, Netflix, Airbnb, Google, and more. With a growing international presence across North America, Europe, Asia, and South America, we help organizations turn ideas into outcomes through cutting-edge technology, industry best practices, and deep technical expertise.

We're expanding our team and looking for driven professionals who want to build impactful solutions in a collaborative, high-growth setting.

Job Title: Support Engineer

Location: Hyderabad (Onsite)

Duration: Fulltime

Salary Range: INR 20 LPA to 25 LPA

Job Description:

- Provide guidance on Office 365 and Voice capabilities to support effective use and integration within the organization.
- Manage day-to-day operations, including performance, availability, customer escalations, follow-ups, operations projects, upgrades, incidents, service requests, and changes.
- Support Teams Direct Routing configuration and implementation, including dial plans, routing policies, Call Queues, Auto Attendants, Survivable Branch Appliance, PSTN usage, and emergency calling for global voice infrastructure.
- Collaborate with internal teams to support voice aspects of user identities within Azure.
- Participate in client's on-call rotation and work with the External Service Provider during critical off-hours incidents. Gather information, provide direction, and communicate with leadership when required.
- Communicate service interruptions clearly and effectively to support operational awareness and stakeholder alignment.
- Participate in change management and governance processes to ensure efficient and compliant changes are introduced in a qualified environment.

What Good Looks Like

- Office 365 / Voice operations
- Day-to-day operations are managed across performance, availability, escalations, projects, upgrades, incidents, requests, and changes.




- Incident and request execution
- INC, RITM, and CHG activities are handled with ownership, accuracy, and follow-through.
- Teams Voice support
- Teams Direct Routing capabilities are supported across dial plans, routing policies, Call Queues, Auto Attendants, SBA, PSTN usage, and emergency calling.

Customer experience

- New and existing Office 365 capabilities are supported through learning, promotion, and end-user advocacy.

Service communication

- Service interruptions are communicated clearly and effectively.

Governance and compliance

- Changes are introduced through appropriate change management and governance processes.

Operational continuity

- On-call and critical incident support are executed with the External Service Provider and leadership communication when required.

What You Should Bring

- Experience supporting Microsoft Office 365 in a technical IT environment.
- Ability to support Office 365 and Voice capabilities and help ensure effective use and integration.
- Experience managing day-to-day IT operations, including performance, availability, escalations, projects, upgrades, incidents, requests, and changes.
- Exposure to Teams Direct Routing services, including dial plans, routing policies, Call Queues, Auto Attendants, SBA, PSTN usage, and emergency calling.
- Successful record of high-quality, user-focused IT project and service delivery.
- Ability to work independently and collaboratively across diverse teams.
- Ability to quickly understand new technologies, supporting infrastructure, business value, and use cases.
- Strong intellectual curiosity, learning agility,



openness to change, external perspective, and innovation interest.
- Experience with Agile Scrum, Kanban, SAFe, or similar delivery frameworks.
- Strong written and verbal communication skills.
- Strong analysis and problem-assessment skills.
- Ability to communicate, influence, and lead with and without authority.
- Strong interpersonal, leadership, and collaboration skills.
- Understanding of industry standards and best practices for computer system validation.
- Experience with Microsoft 365 Power Shell and Microsoft Graph API.
- Positive examples of inclusion, team alignment, people development, and difficult conversations.

Preferred Qualifications

- Microsoft 365 Certified: Fundamentals.
- Microsoft 365 Certified: Teams Administrator Associate.
- Microsoft 365 Certified: Messaging Administrator Associate.
- Experience supporting Office 365 and Voice operations in a global environment.
- Experience with change governance and operational readiness in qualified environments.
- Experience using Microsoft 365 Power Shell and Microsoft Graph API for operational support.

Additional Comments:

- This role is Hands on Ops role where the person will be working on M365 tickets.

Equal Employment Opportunity

Match Point Solutions is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants and do not tolerate discrimination or harassment of any kind. Employment decisions are made without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws.

This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoffs, recall, transfers, leaves of absence, compensation, and training.

📌 Support Engineer (India)
🏢 Match Point Solutions
📍 India