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 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.