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Paga
Senior Software Engineer
Lagos, Nigeria
Closing: Jun 1, 2024
12 days remainingPublished: May 17, 2024 (3 days ago)
Job Requirements
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Job Summary
Contract Type:
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Requirements
In this role:
- 3 – 5 years of experience in technical support, software support, IT operations, or infrastructure services support required.
- Must have completed the compulsory 1-year NYSC or have an exemption certificate.
- Proficiency in both written and spoken English required.
- Experience in cloud-based technology support preferred.
- Higher-level education in a technology discipline and/or relevant technical certifications preferred.
- Advanced knowledge of technology-based environments & solutions required.
- Advanced certification in MS Azure, MCSE, CCNP, Linux, and/or other certification in one of the core technologies preferred.
- Comfort solving complex technical issues and the ability to work independently but know when to ask for help required.
- Customer-obsession, initiative, and a drive exceed expectations required.
Responsibilities
Requirements
In this role:
- 3 – 5 years of experience in technical support, software support, IT operations, or infrastructure services support required.
- Must have completed the compulsory 1-year NYSC or have an exemption certificate.
- Proficiency in both written and spoken English required.
- Experience in cloud-based technology support preferred.
- Higher-level education in a technology discipline and/or relevant technical certifications preferred.
- Advanced knowledge of technology-based environments & solutions required.
- Advanced certification in MS Azure, MCSE, CCNP, Linux, and/or other certification in one of the core technologies preferred.
- Comfort solving complex technical issues and the ability to work independently but know when to ask for help required.
- Customer-obsession, initiative, and a drive exceed expectations required.
- We’re in search of an experienced Technical Lead - Consumer to join our technical team in a vital capacity as first point of escalation when technical knowledge requirements surpass initial levels of support.
- You will deal with cases for highly demanding customers, mentor your team members, and ensure the team’s technical acumen is consistently improving.
Duties
- The MS Consumer team, also known as the Modern Life, Gaming and Customer Service (MLGCS) team, provides Tier 1 and Tier 2 customer experience service and technical support to Microsoft end users.
- You’ll learn top-tier Microsoft products including Office, Windows, Skype, and Teams, collaborating with your teammates as part of a cluster to support and learn from each other. Each cluster works together to provide a great customer support experience.
This role will:
- Serve as primary point of escalation to own and resolve complex technical cases.
- Apply technical knowledge in complex situations, using technical documentation to identify appropriate remediation and collaborating with subject matter experts and escalation managers as needed.
- Identify gaps in process, technical, or case management knowledge among the team and collaborate with the subject matter expert to develop an improvement plan to resolve related issues.
- Oversee the quality of the team’s deliverables and execute quality improvement plans as needed.
- Review team performance, grow the team’s technical capabilities, enhance the quality of support, and boost the team’s productivity.
- Maintain the testing environment and the team’s adoption and usage of tools.
- Mentor junior team members, monitoring their work, offering guidance, and providing managers feedback about performance and behavior.
Qualifications
MS Consumer is a good fit for you if:
- You have customer service, technical support, or IT experience.
- You’re customer-obsessed, take the initiative, and exceed expectations.
- You’re a proactive, collaborative team-player.
- You’re able to adapt quickly as situations change.
- You’re proficient in both written and oral English.
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