Tech Lead - Dynamics ERP at Tek Experts

Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.

We are recruiting to fill the position below:

Job Title: Tech Lead - Dynamics ERP

Ref #: 245298
Location: Lagos, Nigeria

Summary

• 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.

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 Will 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 Will 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.

What We Offer

• A Career, not a job
• Be part of something great
• Opportunity to realise your full potential
• Continuous personal and professional learning
• Fast-track career
• Global resources
• Unleash your potential
• Work-wide family

Application Closing Date
Not Specified.