We're growing rapidly. Would you like to join us?
Are you looking to move your career in IT service delivery and team management but need that first step? Do you want the opportunity to support a team to deliver exceptional customer service?
Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations.
We are hiring a Tech Lead who will help manage our support colleagues to solve technical and non-technical support requests.
What we offer
A Career, not a job
Be part of something great
Opportunity to realise your full potential
Continuous personal and professional learning
Unleash your potential
About the role...
As a Technical Lead at Tek Experts you will have a strategic role to ensure exceptional customer service is delivered through your team of engineers.
You will build and manage an end-to-end service operations team of 20-30 passionate professionals and be responsible for ensuring we have the right resource for the cases in hand.
Acting as an escalation point, you’ll be a key point of contact for premier customers or those with the most serious incidents, delivery teams and team management.
What you’ll be doing
Engages in technical problem solving across multiple technologies; often needs to develop new methods to apply to the situation.
Consistently delivers excellent experiences to customers. Self-learner for developing additional skills, in favor of current team initiatives to reinforce and spread knowledge.
Brings internally escalated customer cases to resolution through advanced problem solving, assertive communication and collaboration.
Proactively and consistently mentor’s other support engineers through active coaching and by assisting in technical questions.
Acts as an initial point of contact for escalations or complex case scenarios within their teams.
Work with team managers reinforcing process adherence and compliance. When needed they own the implementation of new processes.
Aids need team members as point of contact during their nesting period.
By closely overviewing team’s performance the Technical Lead promotes growth in the team’s technical capabilities and enhances quality of support and boosts overall team’s productivity.
Helps identify difficult topics and knowledge gaps on the team.
Constantly provide managers feedback about team’s performance and behaviors.
What you'll need
2+ years of professional experience and a Bachelor of Arts / Science or equivalent degree in computer science or related area of study;
without a degree, two additional years of relevant professional experience (4+ years in total)
Solid experience with Microsoft technologies / applications.
Knowledge related to the service / product that is going to be supported.
Very good understanding of key Azure technical concepts.
Proficient tools and process knowledge.
High technical troubleshooting skills with the ability to solve complex issues.
Process oriented with strong analytical and decision-making skills.
Ability to communicate and interact effectively, in a professional manner with technical & nontechnical staff (both verbal & written)
Able to quickly adapt to technology and / or application changes and business delivery priorities.
Ability to multi task and support multiple peers or customer each day.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law.
Hiring, transferring and promotion practices are performed without regard to the above-listed items.