Team Ranger (Lead - L2)

📋 Description

• Lead and manage L2 technical escalations involving Microsoft Teams, ensuring efficient
• Drive escalation quality management by ensuring all delivery partner escalations meet established
• Proactively triage complex cases, remove technical blockers, and resolve predefined end-to-end
• Monitor escalation volumes, resolution timelines, and recurring workload trends to identify root
• Provide technical coaching, mentoring, and guidance to L1 and L2 support teams, strengthening
• Create, maintain, and improve technical documentation, troubleshooting guides, training materials

🎯 Requirements

• At least 3 years of experience in product support, customer support, technical support, or a
• Demonstrated technical expertise in Microsoft 365 technologies, with an MS-900 certification
• Hands-on experience supporting Microsoft Teams, Skype for Business, and enterprise voice
• Proven troubleshooting experience with Microsoft Teams meetings, live events, voice and telephony
• Understanding of identity and authentication technologies, including Active Directory Federation
• Knowledge of networking fundamentals and protocols, including HTTP, TLS, TCP/IP, and DNS, as well

🎁 Benefits

• Work arrangement: Remote position based in India.
• Employment type: Full-time opportunity.
• Technical development: Opportunities to deepen expertise in Microsoft 365, Teams, enterprise voice
• Career growth: Exposure to complex technical escalations, service quality initiatives, and
• Knowledge sharing: Opportunities to mentor support professionals and contribute to technical
• Innovative environment: Involvement in AI adoption, self-service optimization, and evolving