SME for Technical Area

$41,600 - $41,600/Yr

Monifai - Indianapolis, IN

Full-time - Senior

Indianapolis, IN

About the position

The SME for Technical Area role at TeKnowledge is a senior technical position focused on advancing the technical capabilities of the staff and identifying opportunities for product improvement. The individual will serve as an advisor to the team, guiding them through complex technical issues while also being heavily involved in coaching, mentoring, and training. This position is integral to ensuring high-quality service delivery and customer satisfaction, particularly within the M365 team, which supports online and cloud applications for premier customers.

Responsibilities

• Collaborate with the M365 team to resolve cases and provide technical support.
• Share best practices and contribute positively to team goals.
• Work with client representatives to ensure proper understanding and implementation of tools and processes.
• Assist the Tech Lead with escalations from a technical and process perspective.
• Act as the primary escalation point for high-impact cases to ensure service quality.
• Consult across business operations, providing mentorship and specialized knowledge.
• Conduct regular reviews of existing cases, sharing analysis and suggestions for improvement.
• Drive continuous improvement for customer satisfaction from stakeholders.
• Develop and deliver training materials to enhance team knowledge.
• Participate in team meetings and individual reviews for coaching and knowledge transfer.
• Contribute to the hiring process by verifying candidates' technical knowledge.
• Organize team shifts to secure service coverage as needed.
• Facilitate laboratory environments for practical training and testing.

Requirements

• Bachelor's degree in computer science or a related field.
• 4+ years of experience in customer service, software support, or IT operations.
• Certification in supported technologies (e.g., CCNP, MCSE, ITIL) is desired.
• Experience with technical support for Microsoft Exchange, Outlook, Teams, and cloud tools.
• Solid knowledge of Microsoft technologies and products, including operating systems and the Microsoft Office suite.
• Expertise in at least two areas: client-server architecture, networking, backup and restore, Linux, Windows Server, Active Directory, or virtualization technologies.
• High technical troubleshooting skills with the ability to solve complex issues.
• Professional fluency in English, both written and spoken.

Nice-to-haves

• Experience in supporting cloud-based technologies.
• Proficiency in programming or scripting languages such as ASP.NET or C#.

Benefits

• Medical, dental, and vision insurance options.