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Responsibilities

• The M365 team supports online and cloud applications for 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

• 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

The M365 Line of Business is a good fit for you if:

• 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.

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 (M365 or Azure Fundamentals).
• 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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Overview

• We’re looking for a Technical Support Advocate 2 team member to serve as first point of contact for customer queries. You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat. This role shares knowledge with colleagues to help deliver exceptional customer service and improve service levels.

Responsibilities

• 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.

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 escalated situations.
• 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 share guidance with 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.
• Mentor junior support engineers as needed.

Qualifications
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.

In This Role

• 2 - 3 years of experience in a customer service, customer support or related technical support role and good understanding of technology-based/customer support required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Proficiency in both written and spoken English required.
• Higher-level education in a technology discipline or technical certifications preferred.
• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
• Proficiency with IT and/or customer support hardware/software/operating systems required.
• Customer obsession, initiative, and drive to exceed expectations required.
• Creativity, adaptability, and strong problem-solving skills required.
• Ability to work independently but know when to collaborate required.

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Overview

• We seek a Security Officer to surveil the premises and protect the staff, assets, and visitors. The security officer will also be responsible for implementing and monitoring policies and procedures to mitigate risk, maintain continuity of operations and provide safety and security for all employees and assets at the site.

Responsibilities

• Execute security and emergency preparedness plans and procedures to reinforce the security of the building, staff, and assets
• Patrolling premises regularly to maintain order and establish a presence
• Assure physical security operations
• Monitor entry and exit of personnel on designated control points, assuring client secure area policy
• Submit reports of daily surveillance activity and important occurrences
• Identify opportunities to improve and add value to the business through loss prevention, traffic control/visitor management and security awareness
• Carry out daily inspections to ensure security protocols are met
• Report any flaws in security technology systems promptly (access control system, video management system, visitor management system
• Maintain and update record logs for all security events
• Ensure that facilities meet compliance standards and government regulations
• Report any security deviation to the security lead on time

Qualifications

• 5+ years experience in a similar role
• Must have completed the compulsory 1-year NYSC or have an exemption certificate
• Experience in managing workplace safety and handling emergencies
• Excellent communication and interpersonal skills
• Extensive knowledge and understanding of security systems and law enforcement practices are essential
• Excellent surveillance skills
• Ability to deal with uncertainty