Tech Lead - Dynamics ERP at Tek Experts

Ref #: 245298

Summary

• Are you looking to move your career in IT service delivery and team management but need that first step?
• Do you want the opportunity to support a team to deliver exceptional customer service?
• Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. We are hiring a Tech Lead who will help manage our support colleagues to solve technical and non-technical support requests.

About the Role

• As a Technical Lead at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of engineers. 
• You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for ensuring we have the right resource for the cases in hand.
• Acting as an escalation point,  you’ll be a key point of contact for premier customers or those with the most serious incidents, delivery teams and team management.   

What You Will Be Doing

• Engages in technical problem solving across multiple technologies; often needs to develop new methods to apply to the situation. 
• Consistently delivers excellent experiences to customers. Self-learner for developing additional skills, in favor of current team initiatives to reinforce and spread knowledge. 
• Brings internally escalated customer cases to resolution through advanced problem solving, assertive communication and collaboration. 
• Proactively and consistently mentor’s other support engineers through active coaching and by assisting in technical questions.  
• Acts as an initial point of contact for escalations or complex case scenarios within their teams. 
• Work with team managers reinforcing process adherence and compliance. When needed they own the implementation of new processes.  
• Aids need team members as point of contact during their nesting period.  
• By closely overviewing team’s performance the Technical Lead promotes growth in the team’s technical capabilities and enhances quality of support and boosts overall team’s productivity. 
• Helps identify difficult topics and knowledge gaps on the team. 
• Constantly provide managers feedback about team’s performance and behaviors.  

What You Will Need

• 2+ years of professional experience and a Bachelor of Arts / Science or equivalent Degree in Computer Science or related area of study; without a degree, two additional years of relevant professional experience (4+ years in total) 
• Solid experience with Microsoft technologies/applications. 
• Knowledge related to the service/product that is going to be supported.  
• Very good understanding of key Azure technical concepts. 
• Proficient tools and process knowledge.
• High technical troubleshooting skills with the ability to solve complex issues. 
• Process oriented with strong analytical and decision-making skills. 
• Ability to communicate and interact effectively, in a professional manner with technical & nontechnical staff (both verbal & written).
• Able to quickly adapt to technology and/or application changes and business delivery priorities. 
• Ability to multi task and support multiple peers or customer each day.

What We Offer

• A Career, not a job
• Be part of something great
• Opportunity to realise your full potential
• Continuous personal and professional learning
• Fast-track career
• Global resources
• Unleash your potential
• Work-wide family