Support Engineer
Job number: 632161
Location: Bangalore, Karnataka, India
Responsibilities :
- 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.
- Effective Communication
- 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.
Qualifications:
- 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.
Foundation concepts:
- Operating Systems Concepts – Active Directory, Security, OS Internals
- Networking concepts – DNS, protocols, Devices
- IIS Concepts – Configuration, ISAPI, Architecture, SSL and Kerberos
- Exception Handling
- 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.