Team Ranger (Lead - L2)

Astreya; India; Remoto; INR 1.200.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

Astreya is seeking a Lead - L2 Ranger to act as the top technical escalation point for Delivery Partners, aiming to reduce escalations and days-to-close through quality management and readiness initiatives.

You will lead escalation quality programs, manage end-to-end escalation scenarios, and mentor DP teams, helping unblock cases before they reach Microsoft PTAs/SEEs. This remote India role is full-time.

Competenze

• 3+ years in product, customer support and/or technical support.
• Fluent in English reading/writing/speaking.
• Hands-on experience with MS Teams/Office 365 technologies.

Mansioni

• Manage and impact Microsoft PTA/SEE escalations at L2 level.
• Ensure escalations meet quality standards via QA workflows.
• Provide technical coaching to DP team members at all levels.
• Lead the next-level triage and unblock cases before escalation.

Conoscenze

M365 technologies

Microsoft Teams/Skype for Business

Identity solutions

Networking concepts

Troubleshooting tools

Teams devices

Virtualization

Hybrid SfB deployments

Strumenti

Fiddler

HTTP Watch

Netmon

IE Developer Tools

Descrizione del lavoro

## Team Ranger (Lead - L2)Apply: Remote, India: Full time: Posted Today: R0016827**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 escalations with exceptional service. - Ability to advocate for customers by sharing insights for product improvement. - Strong trend analysis skills to anticipate and mitigate potential problems.**• AI Innovation & Decision Making** - Ability to promote/coach Copilot and other AI support tools used for analysis and deflection. - Demonstrated ability to drive process and workflow enhancements. - Passion for integrating AI-driven solutions across daily operations.**• Advocate Support** - Technical coaching & mentoring for L1 & L2, developing skills and extending knowledge. - Ability to lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs . - For predefined workload scenarios, manage end-end escalations using tools, diagnostics and continuous collaboration, enabling cases to be resolved at the delivery partner. - Ensure escalations meet quality standards including template adherence, scoping and transition to Microsoft PTAs/SEEs. - Create and develop knowledge resources, including advocate guides, TSGs and training materials. - Analyse volume drivers to identify trends, themes and areas for technical investment.**• Customer Contact** - Manage high-priority escalations and ensure exceptional customer service. - Support GetHelp/exec escalations with technical advice and guidance.