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. How You Do It • Technical Expertise & Continuous Learning -        Demonstrated senior knowledge across Microsoft Teams technical disciplines. -        Staying updated, understand latest workload features, roadmap & industry trends. -        Experience testing and validating self-service tools to optimize user experience. -        Partnering with Microsoft PTAs/SEEs to provide feedback on new diagnostic tools and feature releases. • Customer Service Excellence -        Proven ability to handle high-priority…