Technical Lead - ERP BC NAV at Tek Experts

Requisition ID: 8786
Location: Victoria Island, Lagos

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.
• A career in tech. Work with the biggest and best names in technology.
• We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast.
• If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

• The Microsoft Dynamics team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe, including Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows, a next-generation software integration/automation. First-level Support Engineers work directly with customers on cases, maintaining communication via phone, email, and remote support screensharing.
• To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.

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
Dynamics is a good fit for you if:

• You’re familiar with Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows.
• You’re proficient in both written and oral English.
• You’re creative, adaptable and have strong problem-solving skills.
• You’re customer-obsessed, take the initiative and exceed expectations.
• You’re a fast learner interested in understanding our products.
• You’re proficient in both written and oral English.

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.