Support Lead

Job Summary

Professional

Commercial customer support experience, specifically for Windows 10/11

Proficient in spoken and written English

Curiosity about root cause

Data driven and precise

Ability to engage in self-directed learning

Ability to use AI to expedite technical and non-technical work

Technical

Windows 10 and 11

Microsoft Intune (Windows management)

Windows Autopatch / Windows Update for Business

Windows 10/11 troubleshooting and debugging (Perfmon/x Perf/ETL/ETW)

Windows Update troubleshooting:

Networking and network troubleshooting

Experience with scripting in PowerShell

Microsoft Graph technologies:

Azure Data Explorer (Kusto) and associated query language (KQL)

Key Responsibilities

1. To troubleshoot and resolve critical and complex tickets.

2. To create the root cause analysis for critical issues/faults (hands on working).

3. To implement any necessary preventive measures to reduce future defects.

4. To provide technical assistance to the team members in resolving customer issues.

5. To execute continuous improvement activities and to improve the team’s performance.

Skill Requirements

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Other Requirements

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