Support Engineer

Microsoft
Experience : 0 to 3 Years
Education : Any Graduate
Location : Bangalore
Posted on 14 Aug 19
Job DescriptionLast Date 13 Oct 19
Support Engineer

Job number : 633303

Location: Bangalore, Karnataka, India

Responsibilities include: 
  • The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.
  • The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
  • Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.

QUALIFICATIONS: 
SOFT SKILLS
  • 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
  • Cross-team collaboration
  • Logical and Critical thinking
  • Passion for technology and customer support 
  • Understanding of cloud vs. on premise computing.
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
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.
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