Exchange Technical Support Lead (Job ID : TSL01)
Are you a deep technical expert interested in training and mentoring others? Does working with our vendor partners to improve their support appeal to you? Does the challenge of building cross-cultural teams with different work styles interest you? If the answer is yes, then the North America Office 365 Exchange and Platform Team has an immediate opening for you.
The successful candidate will have breadth and depth knowledge of Microsoft® Exchange Server, Outlook, and Active Directory. They should have expert knowledge of advanced troubleshooting and other sophisticated tools used to analyze problems and develop solutions to meet customer needs. They should have advanced knowledge and the ability to mentor others in all areas of a Support Engineer or Technical Lead’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customers, and professionally communicating to all parties involved. The candidate will develop and deliver advanced technical training, must thrive on a fast pace, be extremely flexible, and able to work with ambiguity. Travel will be required in the future as our business grows and site visits to current vendors are required. Experience working with outsource vendors a plus.
Required Skills
- Building strong partnerships with our vendors and working through those relationships to support and insure the success of our outsource vendor organization
- Guiding vendor and internal teams to ensure progress on deliverables, consistency in approach, sharing of best practices, and collaboration on initiatives enhancing service delivery
- Defining and evangelizing operational standards, processes, and practices to our outsource vendors teams
- Driving readiness activities including technical triage/training creation and delivery
- Ensuring we meet or exceed our overall business goals in the areas of quality and productivity in the most cost-efficient manner
- Experience in preparing training material and delivering training is a plus.
Qualifications and Experience:
- Solid Exchange and ideally CSI specialty background
- A college degree is desired
- MCSE strongly preferred. Will consider related field (or equivalent) experience
- Superior problem solving and troubleshooting skills
- Exceptional customer service and strong communication skills are required
- Must possess the ability to work independently with minimal management supervision and as part of international team of Technical Support Leads
- Demonstrated aptitude for providing exceptional customer service in politically charged environments
- Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development
- Ability to apply technology to improve existing products and systems at customers and for internal use Ability to actively participate in team support by proposing and implementing solutions