Job Vacancies at Tek Experts

Requisition ID: 6063
Location: Victoria Island, Lagos (Fully Onsite)
Department: Customer Support

Job Description

• Tek Experts is a different kind of tech support company. We’re moving away from just fixing breaks to providing agile, relationship-based support for the largest, most innovative enterprises. That’s why we’re looking for people who love technology and want to gain experience to grow as IT professionals. We celebrate diversity in every way, and it’s the reason we’ve grown so fast. Come join our global team of creative problem solvers.
• We’re looking for a creative and adaptable Customer Service Specialist to deliver world-class situation management for premier enterprise customers.
• In this role, you’ll be responsible for the quick resolution of key issues that affect our clients’ businesses.
• You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout the resolution process.
• This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

Responsibilities
This role will:

• Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues
• Assign appropriate severity level, category, priority, and team to each incident
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer
• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher level technical support as needed
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information

Qualifications
In this role:

• Customer service experience and a desire to learn new technical skills are required
• Excellent multitasking, organizational, and problem-solving skills
• Creative and adaptable individual who is good at developing and maintaining positive working relationships
• Professional fluency in English is essential, both written and spoken

What we offer you

• Personal and professional growth in a global company
• Diverse global team of supportive and passionate colleagues
• Globally competitive Health Maintenance Organization (HMO) package
• Subsidized transportation package (bus service)
• 13th month pay

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Requisition ID: 5740
Location: Victoria Island, Lagos
Department: Technical Support

Job Description

• We’re looking for women who are enthusiastic about tech and would like to build a career in the technology industry.
• The Microsoft Leap Apprenticeship Programme’s mission is to recruit, develop and upskill unconventional talent for employability into the technology industry worldwide.
• As part of our Diversity, Equity & Inclusion drive, we are creating more opportunities for female engineers to launch their career through the LEAP Apprenticeship.
• 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
This role will:

• Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
• Assign appropriate severity level, category, priority, and team to each incident.
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher level technical support as needed.
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

Qualifications
In this role:

• A Bachelor's or HND degree is required, in any discipline. Computer Science / IT-related coursework is an advantage.
• At least 6+ months of professional technical experience after degree completion are required, e.g., internship.
• Must have completed the compulsory National Youth Service Corps programme.
• Proficiency in both written and spoken English is required.
• Excellent customer service skills are required.
• Passion for technology and learning is required.
• Knowledge of Microsoft Solutions such as Azure, Microsoft Dynamics, and M365 is an advantage.

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Requisitiong ID: 6067
Location: Victoria Island, Lagos (Fully Onsite)

Job Description

• We’re seeking a technically proficient Technical Support Engineer to provide world-class technical support to our commercial and enterprise clients, with a focus on cloud infrastructure.
• You’ll be part of an experienced and highly collaborative technical team that supports multiple products including networking, virtualization, app development, authentication, backup, and recovery.
• Working with the team, you’ll solve intermediate and complex technical problems for medium and large companies.

Responsibilities
This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue
• Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps
• Escalate complex or atypical cases to higher-level technical support as needed
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes

Qualifications
In this role:

• Proven work experience with technical/IT or technical proficiency is required.
• Passion for solving complex technical issues.
• Customer-centered individual who takes initiative and exceeds expectations.
• Professional fluency in English is essential, both written and spoken.

What we offer you

• Personal and professional growth in a global company
• Diverse global team of supportive and passionate colleagues
• Globally competitive Health Maintenance Organization (HMO) package
• Subsidized transportation package (bus service)
• 13th month pay

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Requisition ID: 6071
Location: Victoria Island, Lagos (Fully Onsite)
Department: Technical Support

Job Description

• We’re seeking a First-Level Technical Support Engineer to work directly with customers, maintaining communication via phone, email, and remote support screen sharing.
• To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.
• This role is part of the Microsoft Dynamics team that provides support for top-of-the-line business applications from Microsoft, their partners, and customers around the globe.

Responsibilities
This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management

Qualifications
In this role:

• Understanding of any two or three of Active Directory (AD), Windows Server, Internet Information Services (IIS), software development, Azure, Networking concepts and database (SQL) is required
• Familiarity with Dynamics 365 Operations, Dynamics 365 Business Central, Dynamics 365 Customer Engagement, Microsoft Power Apps and Flow or any ERP/CRM tools will be considered an advantage
• Passion for solving complex technical issues
• Customer-centered individual who takes initiative and exceeds expectations
• Professional fluency in English is essential, both written and spoken

What we offer you

• Personal and professional growth in a global company
• Diverse global team of supportive and passionate colleagues
• Globally competitive Health Maintenance Organization (HMO) package
• Subsidized transportation package (bus service)
• 13th month pay