Job Vacancies at Tek Experts

Requisiton ID.: 6722
Location: Victoria Island, Lagos
Categories: Information Technology

Responsibilities

• The M365 team supports online and cloud applications for premier M365 customers.
• As part of the M365 team, you will spend much of your time collaborating with your team to bring cases to resolution.
• Some cases will be transferred to a higher tier of support.
• Support Engineers will work with peers, Tech Leads, Subject Matter Experts, and Technical Advisors from Microsoft.
• However, you should also be able to work independently, learn the product and make troubleshooting decisions on your own.

This role will:

• Manage your team to ensure exceptional customer service across technical service lines.
• Support the personal development of your team through training and coaching.
• Act as primary escalation point for team operational issues and customer delivery management.
• Provide accurate and timely communication to all stakeholders in a customer support issue.
• Attend regular operational and business review meetings.
• Monitor KPIs to ensure proper business delivery.
• Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found.
• Share updates and reports with management.
• Own, monitor, coordinate and manage all escalated cases.

Qualifications
In this role:

• Higher-level education in a technical discipline or related certification is preferred.
• 3 - 5 years in technical support, software support, IT operations, and/or infrastructure support are required, with 1 - 2 years of experience managing teams.
• Experience in supporting cloud-based technologies is preferred.
• Excellent knowledge of technology-based environments and solutions is required.
• Certification in MS Azure, MCSE, CCNP, Linux, or one of the core team technologies is preferred.

M365 is a good fit for you if:

• You have experience with technical support, Microsoft Exchange, Outlook, Teams, online/cloud tools, hybrid environments, or mobile operating systems.
• You love technology, understand it and are adept at using it.
• You’re able to adapt quickly as situations change.
• You’re empathetic and advocate for our customers.
• You’re customer-obsessed, take the initiative, and exceed expectations.
• You’re proficient in both written and oral English.

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Requisiton ID.: 5052
Location: Victoria Island, Lagos
Categories: Technical Support

Job Description

• The MS Consumer team, also known as the Modern Life, Gaming and Customer Service (MLGCS) team, provides Tier 1 and Tier 2 customer experience service and technical support to Microsoft end users.
• You’ll learn top-tier Microsoft products including Office, Windows, Skype, and Teams, collaborating with your teammates as part of a cluster to support and learn from each other.
• Each cluster works together to provide a great customer support experience.

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:

• Higher-level education (HND / B.Sc / B.Tech) is required
• NYSC completion / Exemption certificate is required.
• Certifications relevant to the product are helpful.
• Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support required.
• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
• Familiarity with IT and/or software systems required.
• Customer obsession, initiative, anddrive to exceed expectations required.
• Creativity, adaptability, and strong problem-solving skills required.
• Ability to work independently but know when to collaborate required.

MS Consumer is a good fit for you if:

• You have customer service, technical support, or IT experience.
• You’re customer-obsessed, take the initiative, and exceed expectations.
• You’re a proactive, collaborative team-player.
• You’re able to adapt quickly as situations change.
• You’re proficient in both written and oral English.

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Requisiton ID.: 5051
Location: Victoria Island, Lagos
Categories: Technical Support

Job Description

• 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.

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:

• Higher-level education (HND / B.Sc / B.Tech) is required
• NYSC completion / Exemption certificate is required.
• Certifications relevant to the product are helpful.
• Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support required.
• Proficiency in both written and spoken English required.
• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
• Familiarity with IT and/or software systems required.
• Customer obsession, initiative, anddrive to exceed expectations required.
• Creativity, adaptability, and strong problem-solving skills required.
• Ability to work independently but know when to collaborate required.

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.

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Requisiton ID.: 5050
Location: Victoria Island, Lagos
Categories: Technical Support

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:

• 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:

• Higher-level education (HND / B.Sc / B.Tech) is required
• NYSC completion / Exemption certificate is required.
• Certifications relevant to the product are helpful.
• Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support required.
• Proficiency in both written and spoken English required.
• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
• Familiarity with IT and/or software systems required.
• Customer obsession, initiative, anddrive to exceed expectations required.
• Creativity, adaptability, and strong problem-solving skills required.
• Ability to work independently but know when to collaborate required.

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.