Team Ranger (Lead - L2)

Role: SMB Ranger A Ranger serves as the highest technical escalation point at our Delivery Partners. A specific focus of this role will be reducing and streamlining DP escalations and decreasing days-to-close through escalation quality management and readiness initiatives. As a SMB Ranger, you will lead delivery partner escalation quality initiatives, manage predefined end-end escalation scenarios, and oversee emerging workload trends and customer impacting incidents.

What You Do Responsibilities • Manage and positively impact the volume of Microsoft PTA/SEE escalations (L2). • Ensure 100% of DP-wide escalations meet expected quality standards via a recognized quality assurance model-workflow (agreed with PTAs/SEEs). • Escalations that fall below expected standards are shared with Rangers for remediation/feedback. • Provide technical coaching and mentoring to DP team members at all skill levels. • Lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs . • Create and curate vendor-owned articles and internal documentation. What You Need Preferred Qualifications, Abilities and Experience • Demonstrated experience of M365 technologies (Preferably MS 900 Certification) • Hands-on experience supporting Microsoft Teams/Skype for Business/Voice technologies e.g.: Cisco, Avaya, Ribbon, etc. (MS 700/MS 721 or equivalent) • Experience troubleshooting Microsoft Teams meetings and live events. • Experience troubleshooting Microsoft Teams voice issues. • Experience troubleshooting federation issues. • Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On. • Understanding of networking technologies (e.g., protocols such as HTTP, TLS, TCP/IP, DNS, or knowledge related to web servers/browsers). • Troubleshooting experience using tools such as Fiddler, HTTP Watch, Netmon, or IE Developer Tools. • Knowledge of Teams Devices • Knowledge of Virtualization • Knowledge of Skype for Business hybrid deployments.

Qualifications Required/Minimum Qualifications • 3+ years prior product, customer support and/or technical support experience. • Language Qualification: English Language: fluent in reading, writing, and speaking. • 3+ years prior product, customer support and/or technical support experience.