Technical Support Lead

6 days ago

Reading, Berkshire, United Kingdom myGwork Full time

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

Overview

Within the Customer Experiences & Success organization (CE&S), Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Connected Customer Support Experience delivers connected support experiences to our customers to gain and maintain their trust.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

About the role: Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most? If so, we invite you to apply to join our team as a Technical Support Lead.

As a Technical Support Lead you will be a trusted advisor, to our largest and most strategic customers at times where they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft’s people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world class customer support outcomes.

This role may require travel to customer site to meet with Senior executives and manage a crisis situation being onsite.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications

Minimum Requirements:

  • Proven experience in system development, network operations, software support, IT, consulting or technical troubleshooting experience (Cloud, Windows and other technologies, solid domain knowledge)
  • Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
  • Prior product, customer support and/or technical support experience
  • Prior experience in project management and/or technical/IT consulting
  • Level 300 Certification in one or more Microsoft technologies

Additional Requirements:

  • Masters Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
  • Depth of experience one or more industries: Financial Services, Insurance, Manufacturing, Healthcare, Retail or Government
  • Level 300 certifications in non-Microsoft technologies

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Responsibilities

Main Responsibilities:

  • This Technical Support Lead role will focus broadly across technologies with deep knowledge in Cloud – Azure, Identity, M365, CoPilot, Security and Management (specialization in 1-2 of these workloads is preferred).
  • In addition to technical depth, the ideal candidate has solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision makers in a rapidly changing environment.
  • This role manages highly complex levels of escalated problems, involving a broad range of technical issues. The TSL will ensure we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping drive desired customer outcomes and providing prescriptive advice to customers to get to a well architected solution.
  • The Technical Support Leader (TSL) will oversee crisis situations, determine systemic issues and report to executives. The TSL also has the authority to use necessary Microsoft resources to solve critical situations.
  • This person leads by example and sets the tone by creating an appropriate sense of urgency and following through on promises. The TSL will assess and understand business impact, create an action plan and assign specific owners to ensure clear accountability and deadlines.

Other duties of the TSL include:

Building the vTeam: The TSL builds a best in class team that will help expedite resolution of the situation. Managing action and communication plans: The TSL will identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders. Conducting analysis/Post Incident Review: After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes and then shares these findings with related internal teams who can help improve process and enhance operations in the future.
  • Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best in class reactive support outcomes.
  • This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience.
  • If you are a driven, results-oriented individual who is not afraid to challenge the status quo to achieve customer support outcomes working in constantly changing and ambiguous high-pressure environments then this role is for you.
  • May require 25%-50% travel
#LI-DNI

  • Technical Support Engineer

    6 days ago

    Reading, Berkshire, United Kingdom myGwork Full time

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. OverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S...

  • Technical Support Engineer

    6 days ago

    Reading, Berkshire, United Kingdom myGwork Full time

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. OverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S...

  • Azure Technical Lead

    1 month ago

    Reading, UK, Berkshire, United Kingdom BlackCode Full time

    Azure Technical Lead - Up to £70k - Reading (3 days a week) - AzureBlackCode Recruitment is working a UK Leading manufacturing business who are looking to add a Azure Technical Lead to join their award winning technology team.I am seeking a dynamic individual to take on the role of Azure Technical Lead, responsible for driving and contributing to the...

  • Technical Support Engineer

    1 month ago

    Reading, UK, Berkshire, United Kingdom Christy Media Solutions Full time

    Ready to take the next steps in your IT career with a leading provider of high-performance network storage solutions? You’ll play a key role in delivering enterprise-level technical support to a range of industry customers.What you’ll be doing:1st-2nd line technical support to customers in line with SLAs and KPIs.Monitor ticket queues and escalate issues...

  • Technical Support Analyst

    1 month ago

    Reading, UK, Berkshire, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    Company Insight:Privately owned business wide solution platform, supporting sales, marketing, finance and more.Recognized by industry leading authorities as a leading solution in their space the solution helps drive optimisation and continuity across the entire business.Globally established, operating with businesses in over 25 countries.The Role:Join the...

  • Cloud Technical Lead

    1 month ago

    Reading, UK, Berkshire, United Kingdom Oracle Full time

    Cloud Service Technical Lead Remote with work in Reading sometimes as neededGlobal Product Security is looking for a Technical Lead who will inherit and continue the migration of existing internal systems to Oracle Cloud Infrastructure (OCI) and maintain, enhance and administer such systems in the long term.Our OCI infrastructure serves mostly the Global...

  • Technical Support Engineer

    2 weeks ago

    Reading, UK, Berkshire, United Kingdom Calibre Candidates Full time

    We are seeking a motivated and customer-focused IT Support Engineer to join our client’s team in a growing independent IT Support specialist provider in the Reading area. This role offers career progression prospects as your experience develops and a broad scope to work with a broad range of projects in areas such as cybersecurity, certifications, MS 365...

  • Technical Manager

    4 weeks ago

    Reading, Berkshire, United Kingdom CK Group Full time

    CK Group are recruiting for a Technical Manager to join a global FMCG business at their research and development site based in Reading, on an initial 12 month contract. The Company:Our client is a global business who develop and manufacture fast moving consumer goods for domestic and commercial uses. Location:This role is will be located at the company's...

  • Technical Author

    3 weeks ago

    Reading, UK, Berkshire, United Kingdom Scantec Recruitment Full time

    Technical AuthorDue to rapid and continued growth, an exciting opportunity has arisen for a Technical Author to join a leading contract organisation, delivering consultancy services, Engineering solutions and site operations support to some of the UK’s leading Defence contractors. This is a contract role, hybrid ( 2-3 Days) on site, Outside of Scope of...

  • Technical Architect

    1 month ago

    Reading, UK, Berkshire, United Kingdom BJSS Full time

    About UsWe’re an award-winning innovative tech consultancy - a team of creative problem solvers. Since 1993 we’ve been finding better, more sustainable ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day.In the last 30 years we won several awards,...

  • Technical Manager

    1 month ago

    Reading, Berkshire, United Kingdom Jobs in Science Full time

    Technical manager Our client is a multi-billion dollar consumer healthcare giant, based in Reading. As a technical manager your responsibilities will be to initiate and lead technical projects for global OTC (over the counter) and Food Supplement brands within the P&G PHC (Personal Health Care) portfolio at external manufacturers and / or internal plants....

  • Change Lead

    1 month ago

    Reading, Berkshire, United Kingdom Lorien Full time

    Change Lead 18 month contract Reading based Hybrid working Our client in the Energy industry is looking for a Change Lead to join their team, for an 18 month contract. Job Description - Report to the Bridge Business Design & Change Lead on progress the BI change teamIdentify and assess key changes that need to be communicated across Business and Technical...

  • M&E Asset Surveyor

    5 days ago

    Reading, Berkshire, United Kingdom Belcan Technical Recruiting Ltd Full time

    Are you an M&E Asset Surveyor looking for a new Permanent Opportunity? If so Belcan Workforce Solutions has an exciting opportunity with a leading UK construction and regeneration group based at their site near Reading. Utilising your experience to read and understand technical information, existing baseline information, including drawn information and Asset...

  • SAP Basis Technical Consultant

    4 weeks ago

    Reading, Berkshire, United Kingdom NonStop Consulting Ltd Full time

    SAP Basis Technical Consultant Our client is seeking a Sap Basis Technical Consultant specifically with 10+ years experience. This is an excellent opportunity for someone wanting to work within a disciplined Environment which is highly regulated. Longevity guaranteed keeping you in work for the next 18 months as a minimum, This position is based 5 days per...

  • IT Support Technician

    3 weeks ago

    Reading, UK, Berkshire, United Kingdom 83zero Full time

    Are you a technical troubleshooter, who likes to work on a range of technology?Then this opportunity is for you!Company Overview83zero is excited to partner with a leading organisation who is expanding it’s Global IT Support Engineering team.Our client is looking for proven IT Support Engineers who have experience wearing many hats, and enjoys a variety of...

  • IT Support Engineer

    3 weeks ago

    Reading, UK, Berkshire, United Kingdom 83zero Full time

    Are you a technical troubleshooter, who likes to work on a range of technology? Then this opportunity is for you! Company Overview83zero is excited to partner with a leading organisation who is expanding it’s Global IT Support Engineering team. Our client is looking for proven IT Support Engineers who have experience wearing many hats, and enjoys a variety...

  • Customer Support Engineer

    3 weeks ago

    Reading, UK, Berkshire, United Kingdom Christy Media Solutions Full time

    Ready to take the next steps in your media career with a leading provider of high-performance network storage solutions? You’ll play a key role in delivering enterprise-level technical support to a range of industry customers.What you’ll be doing:Provide 1st-2nd Line technical support to customers in line with SLAs and KPIs.Monitor ticket queues and...

  • Assistant Director of Technical Services

    3 weeks ago

    Reading, UK, Berkshire, United Kingdom GS2 | B Corp™ Full time

    Assistant Director of Technical Services - Reading Would being responsible for all strategic and operational elements of Property Safety, technical and compliance in your next career move be motivating for you ?Do you see yourself working for a leading property focused organisation?If so, look no further…The role of Assistant Director of Technical Services...

  • Technical Architect – Digital Identity

    1 month ago

    Reading, UK, Berkshire, United Kingdom Mastek Full time

    Technical Architect – Digital IdentityLocation: Reading (Hybrid)SC Clearance is essentialDescriptionMastek is delivering a major project in the secure government portfolio that requires an experienced Technical Architect to complement the existing team.The ideal candidate will be someone with experience of delivering large scale Identity and access...

  • Lead Software Engineer

    1 month ago

    Reading, UK, Berkshire, United Kingdom Platform Recruitment Full time

    Reading – Lead Software Engineer – £70k-£100k - RetailPlatform Recruitment has partnered with one of the most integral organisations within the water industry. They are looking for a Lead Software Engineer to lead the development of their patented cross-platform, multithreaded application. This role requires deep expertise in C++ development and a...