Technical Lead

at  Tek Experts

Overview:
We’re in search of an experienced Technical Lead to join our technical team in a vital capacity as first point of escalation when technical knowledge requirements surpass initial levels of support. You will deal with cases for highly demanding customers, mentor your team members, and ensure the team’s technical acumen is consistently improving.

DRIVING EXCEPTIONAL OUTCOMES WITH PURPOSE-BUILT SOLUTIONS.

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you’re the fit we’re looking for. Join our global team of experts and grow your IT career with us.
Tek Experts is part of TeKnowledge – where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Responsibilities:
The Microsoft Intune team provides reactive support for mobile device management cases in the Azure cloud environment, making mobile device management easy for IT administrators. As a member of the Intune team, you will deploy internal configurations and policies that rule how mobile devices interact with different Azure and operating system services. In your day-to-day routine, you will collaborate with teammates and perform individual research to deliver policies that request internal configuration within a device or are specified in the backend of a service.

THIS ROLE WILL:

• Serve as primary point of escalation to own and resolve complex technical cases.
• Apply technical knowledge in complex situations, using technical documentation to identify appropriate remediation and collaborating with subject matter experts and escalation managers as needed.
• Identify gaps in process, technical, or case management knowledge among the team and collaborate with the subject matter expert to develop an improvement plan to resolve related issues.
• Oversee the quality of the team’s deliverables and execute quality improvement plans as needed.
• Review team performance, grow the team’s technical capabilities, enhance the quality of support, and boost the team’s productivity.
• Maintain the testing environment and the team’s adoption and usage of tools.
• Mentor junior team members, monitoring their work, offering guidance, and providing managers feedback about performance and behavior.
  Qualifications:

IN THIS ROLE:

• 3 – 5 years of experience in technical support, software support, IT operations, or infrastructure services support required.
• Proficiency in both written and spoken English required.
• Experience in cloud-based technology support preferred.
• Higher-level education in a technology discipline and/or relevant technical certifications preferred.
• Advanced knowledge of technology-based environments & solutions required.
• Advanced certification in MS Azure, MCSE, CCNP, Linux, and/or other certification in one of the core technologies preferred.
• Comfort solving complex technical issues and the ability to work independently but know when to ask for help required.
• Customer-obsession, initiative, and a drive exceed expectations required.