Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers.
Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.
Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
Individual and Team Readiness
CPE & Collaboration
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
Write complex technical articles and sample programs for knowledge base.
Partner with Managers on succession planning for Technical Leads for the business on a need basis.
Knowledge Sharing Contribution
Conduct regular technical triages and case reviews.
Consult, collaborate and take escalations when necessary.
Lead cross-technology virtual efforts with the product team to assess future needs.
Drive the development and management of content for the team.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Manage customer escalations and recognize when to solicit additional help.
Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
Utilize effective verbal/written skills to communicate with customers and peers.
Makes effective technical presentations
Engage Product Group when technical knowledge does not exist in support organization via established RFC Processe.
Prior knowledge of the product to be supported is required.
Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
Microsoft certifications are required.
Operating Systems Concepts – Active Directory, Security, OS Internals
Networking concepts – DNS, protocols, Devices
IIS Concepts – Configuration, ISAPI, Architecture, SSL and Kerberos
Memory Management concepts
Tools – Netmon, Perfmon, SQL Profiler
Basic debugging skills
Basic SQL Server Administration concepts
Critical Exposure areas & Technical Specifications:
Strong experience in Windows 2003 server, Windows 2008 R2 and 2012
Experience in Data Protection manager 2010/2012 or Any other back-up Software.
Exposure on SQL, Exchange, Sharepoint, Hyper-V and Active directory exposure would be good to have.
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.