Microsoft Entra ID · Teams Communication
Teams Communications Support Engineer
Troubleshoots communications issues in Teams with access to full call records for all participants.
Scope: Full call troubleshooting capabilities for Teams and Skype
Permissions
- View full call records
- Access CQD data
- Troubleshoot call issues
- View all participant details
- Access advanced tools
Common use cases
- Call quality investigation
- Network issue diagnosis
- User support escalation
- Quality improvement initiatives
Best practices
- Document investigations
- Follow escalation paths
- Protect user privacy
- Track recurring issues
Security considerations
- Access to call metadata
- Can see all participants
- Privacy training required
Common questions
When should I assign the Teams Communications Support Engineer role?
Assign Teams Communications Support Engineer when you need to: Call quality investigation; Network issue diagnosis; User support escalation; and Quality improvement initiatives. It is part of Microsoft Entra ID and should be granted as a least-privilege alternative to broader roles like Global Administrator.
What can someone with the Teams Communications Support Engineer role do?
The Teams Communications Support Engineer role grants permissions including: View full call records; Access CQD data; Troubleshoot call issues; View all participant details; and Access advanced tools. See the Permissions section above for the full list.
What are the security risks of the Teams Communications Support Engineer role?
Key considerations when assigning Teams Communications Support Engineer: Access to call metadata; Can see all participants; and Privacy training required. Review the Security considerations section before assignment, and pair with Privileged Identity Management (PIM) for just-in-time access where possible.