Leadership - handle technically challenging and politically hot customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information
Demonstrable troubleshooting skills
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing.
Strong Experience in Active Directory Services (including ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc.)
Exposure to cloud technologies like Azure (Identity management) and ADFS.
Azure / Azure Active Directory hands on and troubleshooting experience.
Azure 533 certification preferred.
AADConnect, O365 and Exchange Online technologies knowledge preferred.
Knowledge of PKI and Authentication protocols.
Experience and understanding of ADFS.
Comfortable with PowerShell scripting and commands.
3+ years of experience in administering Microsoft® Windows 2008 and Windows 2012 Servers.
Good English Communication Skills - Spoken and Written (including technical writing)
Strong Trouble Shooting and problem solving skills
Excellent customer Service skills and effective learning skills Critical Exposure areas & Technical Specifications:
Trouble shooting and problem solving skills.
Good Active Directory foundation and fundamentals.
Troubleshooting complex scenarios within Active Directory \ Windows Networking, Replication, DFSR, Group Policy management and Public Key Infrastructure (PKI) \ Certificate Services.
Additional Technology Certifications – Cisco, Unix, Security etc. (Good-to-have)
Cloud Focus: These customers and products are our future even if they cannibalize our present
Cloud Speed: Cloud products change much faster than on-premises products, so readiness requires a new mentality
Cloud Ownership: We own the switches, the drives, the servers, and the service code – we should be able to fix anything that happens
One Microsoft: Support boundaries are (almost) obsolete in the cloud, so let’s not use them to negatively impact the Cloud Experience
Cloud Evangelism: The Cloud is new and can seem scary, so we need to encourage customer and engineers to adopt it
Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.
Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty that may include support of additional product line.
Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
Collaborate with Tech Leads and escalation resources when appropriate.
Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
Consistently share best practices with team members.
Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts.
Write ethnical articles and sample programs for knowledge base.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
The engineers identify and solve critical issues in an Enterprise deployment of Azure.
They also identify the root cause and provide our customers with the solution in a timely manner for mission critical issues of Azure Active Directory \ ADFS \ O365.
In addition to fixing the issue, also measures to be taken to prevent it from occurring in the future.
Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft set up its India operations in 1990. Microsoft in India offers its global cloud services from local data centers to accelerate digital transformation across Indian start-ups, businesses, and government agencies.