Team Ranger (Lead - L2)
RemoteFull-time3–6 yrsPosted over a month ago
Mid-level IT support role at Astreya Consultancy. Needs 3+ years. Remote.
About the role
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'll do
- 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
What you need
- Troubleshooting
- TCP/IP
- Networking
Good to have
- Office 365