Team Ranger (Lead - L2)

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Team Ranger (Lead - L2) based in India.** As a Team Ranger (Lead - L2), you will serve as a senior technical escalation specialist, helping resolve complex Microsoft Teams and modern workplace technology issues. You will lead escalation quality initiatives, strengthen technical support processes, and reduce resolution times across delivery partner teams. Working closely with technical stakeholders, you will improve troubleshooting effectiveness, customer satisfaction, and overall service delivery. You will provide coaching and mentorship to L1 and L2 support professionals, helping them build technical expertise and confidence. The role also involves analyzing recurring incidents, identifying emerging workload trends, and developing knowledge resources to prevent repeat issues. You will contribute to continuous improvement by leveraging automation, AI-powered support tools, and innovative diagnostic solutions in a collaborative, customer-focused environment. ### Accountabilities - Lead and manage L2 technical escalations involving Microsoft Teams, ensuring efficient troubleshooting, timely resolution, and minimal customer impact. - Drive escalation quality management by ensuring all delivery partner escalations meet established standards for documentation, issue scoping, diagnostic evidence, and handover to specialized technical teams. - Proactively triage complex cases, remove technical blockers, and resolve predefined end-to-end scenarios within the delivery partner environment before escalating them further. - Monitor escalation volumes, resolution timelines, and recurring workload trends to identify root causes, anticipate potential issues, and recommend targeted improvements. - Provide technical coaching, mentoring, and guidance to L1 and L2 support teams, strengthening troubleshooting capabilities and promoting consistent support practices. - Create, maintain, and improve technical documentation, troubleshooting guides, training materials, and knowledge articles to enable effective knowledge sharing and faster resolution. - Collaborate with technical stakeholders to evaluate diagnostic tools, validate self-service solutions, and provide feedback on new features, product updates, and support processes. - Promote the adoption of AI-powered tools, including Copilot and other support solutions, to improve analysis, streamline workflows, and reduce unnecessary escalations. - Manage high-priority and executive-level escalations with a strong customer focus, ensuring clear communication, effective technical guidance, and a consistently high standard of service. ## Requirements - At least 3 years of experience in product support, customer support, technical support, or a related technical service environment. - Demonstrated technical expertise in Microsoft 365 technologies, with an MS-900 certification considered an advantage. - Hands-on experience supporting Microsoft Teams, Skype for Business, and enterprise voice technologies, such as Cisco, Avaya, or Ribbon. MS-700, MS-721, or equivalent certifications are advantageous. - Proven troubleshooting experience with Microsoft Teams meetings, live events, voice and telephony issues, federation, and related collaboration services. - Understanding of identity and authentication technologies, including Active Directory Federation Services (AD FS), directory synchronization solutions, and Single Sign-On (SSO). - Knowledge of networking fundamentals and protocols, including HTTP, TLS, TCP/IP, and DNS, as well as web servers and browsers. - Experience using diagnostic and troubleshooting tools such as Fiddler, HTTP Watch, Netmon, or browser developer tools. - Familiarity with Microsoft Teams devices, virtualization technologies, and Skype for Business hybrid deployments. - Strong analytical and problem-solving skills, with the ability to investigate complex incidents, identify recurring issues, and make data-driven recommendations. - Demonstrated ability to manage high-priority escalations, advocate for customers, and collaborate effectively with technical teams and stakeholders. - Experience coaching colleagues, improving workflows, creating technical documentation, and supporting continuous learning initiatives. - Interest in AI-driven support solutions, automation, self-service technologies, and process optimization. - Fluency in English, with strong written and verbal communication skills, is required. ## Benefits - **Work arrangement:** Remote position based in India. - **Employment type:** Full-time opportunity. - **Technical development:** Opportunities to deepen expertise in Microsoft 365, Teams, enterprise voice, diagnostics, and AI-powered support technologies. - **Career growth:** Exposure to complex technical escalations, service quality initiatives, and cross-functional collaboration. - **Knowledge sharing:** Opportunities to mentor support professionals and contribute to technical documentation, training, and continuous improvement. - **Innovative environment:** Involvement in AI adoption, self-service optimization, and evolving workplace technology solutions.