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Lead Migration Support Engineer
2 weeks ago
Job Overview:
We are seeking a highly experienced Migration Support Lead to oversee a team of migration support engineers.
This role involves leading the team, creating and updating support documentation, managing the support roster, resolving Level 1 issues, and escalating more complex issues.
The ideal candidate will have extensive experience with Windows endpoint support, customer technical support, and preferred skills in Intune and Windows and Team Management:
- Lead and manage a team of migration support engineers.
- Create and manage the support roster to ensure adequate coverage.
Documentation and Process Management:
- Create, update, and maintain migration support documentation.
- Develop and implement best practices for migration support.
Issue Resolution and Escalation:
- Resolve Level 1 migration issues.
- Escalate complex issues to the appropriate level of support as needed.
Customer Support:
- Provide technical support to users during the migration process.
- Ensure high levels of customer satisfaction by addressing technical issues promptly and effectively.
Coordination and Communication:
- Coordinate with project stakeholders to gather details of issues being faced.
- Communicate effectively with team members and other support levels to ensure efficient issue resolution.
Must-Have Skills:
Windows Endpoint Support:
- Extensive experience in supporting and troubleshooting Windows 10/11 endpoints.
Customer Technical Support:
- Proven experience in providing technical support to customers.
Preferred Skills:
Intune:
- Experience with Intune for device management and support.
Windows Autopilot:
- Experience with Windows Autopilot for deploying and configuring devices.
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