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Technical Lead - Microsoft 365

icon briefcase Job Type : Full Time
icon remote-alt Remote / Work from Home

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Job Description - Technical Lead - Microsoft 365

Responsibilities 

  • Responsible for overseeing the daily operations of technical support engineers who are Providing Microsoft 0365 support to business customers of a large global software house as well as participating as an active member of the team.  
  • Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations. 
  • Record and track team SLAs and workflows and provide support where needed for both internal and external customers.  
  • Manage and report on all incoming technical support inquiries. 
  • Assist in the creation of the team KPIs as well as monitor and report on results. 
  • Be actively involved with the operational delivery keep a close track of the NSAT Scores and the productivity of the team members. 
  • Monitor team performance and report on metrics. 
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner. 
  • Review all technical support related processes and documentation for continuous improvement. 
  • Providing timely feedback to team members and resolve issues. 
  • Create an open communication culture and an inspiring team environment. 
  • Lead by Example in professionalism, Communication, and technical Expertise. 

 

Knowledge, Skills and Experience  

 

  • Proven people management and leadership skills 
  • Excellent communicator, both oral and written 
  • Strong analytical skills to investigate and resolve customer support tickets  
  • Able to multi-task efficiently under time pressure  
  • Graduate with minimum 4-6 years of Experience in Technical Support process. 
  • Must have minimum 1 year of experience as a Technical Leader with Microsoft vendor. 
  • Should have good knowledge in Microsoft office 365 
  • Detailed Knowledge on products of Office 365 (Exchange Online, SharePoint, Microsoft Teams) 

 

Requirements

Prior experience of managing Enterprise Team will be preferred 

Work Location/Shift Timings-Permanent work from home and you will be required to work in US Shift Timings  

CTC- As per Industry Standards  

Company Website-www.gigmos.com 

 

Original job Technical Lead - Microsoft 365 posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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