Team Ranger (Lead - L2)

Astreya Consultancy India Private Ltd; India; À distance; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Astreya Consultancy India Private Ltd is seeking a SMB Ranger to serve as the highest technical escalation point at our Delivery Partners. The role focuses on reducing escalations and shortening resolution times through escalation quality management and readiness initiatives.

You will lead escalation quality initiatives, oversee end-to-end escalation scenarios, and mentor DP teams while tracking workload trends and customer-impacting incidents.

Qualifications

• Demonstrated senior knowledge across Microsoft Teams technical disciplines.
• Experience supporting Microsoft Teams/Skype for Business/Voice technologies.
• Proven ability to handle high-priority escalations with exceptional service.

Responsabilités

• Manage volume of Microsoft PTA/SEE escalations (L2).
• Ensure 100% of escalations meet quality standards via QA model-workflow.
• Provide technical coaching to DP team members at all skill levels.
• Lead next-level triage and proactive case unblocking before escalation to PTAs/SEEs.
• Create and curate vendor-owned articles and internal documentation.

Connaissances

MS 365/MS 900 knowledge

Microsoft Teams troubleshooting

Escalation quality management

Coaching and mentoring

Vendor knowledge & documentation

Formation

MS-900 Certification

Outils

Fiddler

HTTP Watch

Netmon

Description du poste

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.

We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms.

Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence.

We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth.

At Astreya, transparency, accountability, and trust guide how we work with each other and our customers.

We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact.

Join us to build solutions that matter and shape the future of IT together.

Onwards and upwards!