Jobs at Tek Experts

Responsibilities

The Azure Networking team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.

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

This role is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations.

In this role:

• Proven work experience with IT or technical proficiency. 2-3 years’ of IT experience is preferred.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• A Bachelor’s degree in IT-related discipline is preferred.
• Certifications relevant to the product are an added advantage.
• Customer support experience (customer obsessed, innovative and result oriented).
• Professional fluency in English is essential, both written and spoken.
• Passion for solving complex technical issues.

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Responsibilities

This role focuses on providing exceptional customer support, not on hands-on development.

The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.

This role will:

• Serve as the assigned customers’ personal point of contact for all product-related issues in order to build and maintain relationships.
• Manage customer expectations, implement action plans and communicate timely, professional updates throughout technical issue resolution.
• Deliver exceptional Premium Service, exceeding customer expectations to secure renewals and work with managers on at-risk accounts.
• Develop a deep technical understanding of the customer’s specific environment to research and identify appropriate remediation, collaborating with the Technical Account Manager, Enterprise Support Manager, and Customer Account Manager as needed.
• Create knowledge articles when helpful for teams and customers.
• Independently manage case load and stay on target to meet support standards.
• Collaborate with other teams as needed to resolve cross-team and cross-product issues.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Qualifications

APTS is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations.

In this role:

• At least 3 - 5 years of experience in technical and customer support roles are required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Higher level education in a relevant technology field, comparable experience in technical support, or relevant technical certifications are required.
• Advanced proficiency with hardware, software, operating systems, and/or programming languages required.