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Responsibilities:

• This role focuses on providing exceptional customer and technical support, not software development.
• The Azure Developer 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.
• Customer support experience (customer obsessed, innovative and result oriented).
• General understanding of Cloud Computing
• Good knowledge of APIs
• Professional fluency in English is essential, both written and spoken.
• Passion for solving complex technical issues.

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Responsibilities:

• 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.
• Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, and Teaming.

Qualifications:

• Bachelor's degree in Computer Science or a related field
• 5+ years of overall experience with at least 2+ years into managing a large team
• Ability to work independently with customers via remote tools
• Strong understanding of applications, operating systems, container/virtual environments, web servers, application servers, directory servers, databases, software development, networking protocols, and federated technologies.
• Strong leadership and team motivation abilities with excellent training & mentoring skills
• Consistent achievement of personal goals
• Strong attention to detail and quality with good time management and multitasking skills
• Ability to analyze complex issues and identify effective solutions.
• Excellent communication and interpersonal skills to effectively interact with customers.
• Good to have some technical certifications.