Technical Support Engineer (Azure Virtual Machines) Job at Tek Experts

Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.

We are recruiting to fill the position below:

Job Position: Technical Support Engineer (Azure Virtual Machines)
Job ID: 5054
Job Location: Victoria Island, Lagos
Job type: Full-time

Job Overview

• We’re seeking a customer-oriented Technical Support Engineer to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.

Responsibilities

• The Azure Virtual Machines team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. This is an experienced technical team who supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.

This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications
This role is a good fit for you if:

• You’re technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations.

In this role:

• Proven work experience with IT or technical proficiency. 2-3 years of IT experience is preferred.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• A Bachelor’s degree in IT-related discipline is preferred.
• Certifications relevant to the product are an added advantage.
• Customer support experience (customer obsessed, innovative and result oriented).
• Professional fluency in English is essential, both written and spoken.
• Passion for solving complex technical issues.