Microsoft

Support Engineer
Posting Date : 3/12/2018
Last Date : 5/30/2018
Min Expericence : 0 Years
Qualification : Bachelor's Degree
Location : Bangalore
Responsibilities

  • Customer Issue Resolution & Responsiveness
  • Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
  • Define and understand the customer issue by creating the adequate reproduction scenarios.
  • Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
  • Effective Communication & Collaboration
  • Identify the right resource to collaborate with for tough & political hot problem.
  • Collaborate with cross-group peers both proactively and reactively.
  • Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
  • Training & Readiness
  • Identify current knowledge deficiencies/training needs, as well as potential future needs.
  • Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
  • Make effective technical presentations, both internal and external.
  • Provide documentation and mentoring to others within your technical specialty.
  • Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies/training needs, as well as potential future needs.
  • Work with your manager and Tech Advisor (where appropriate) to develop a comprehensive personal/technical development plan.
  • Implement your development plan, actively seek development opportunities, and complete all scheduled training.
  • Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.
  • Operational Precision
  • Adhere to published queue or call back schedule and be available for different shifts, as necessary.
  • Use appropriate documentation and utilization and / or labor tracking methods to account for time.
  • Manage and prioritize your workload while keeping team members and management appropriately informed.
  • Participate in ad-hoc projects per management request or business need.

Soft Skills

Qualifications

  • 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.

Technical Skills

Knowledge of one or two of the following domains: Operating System/Virtualization, Networking, Microsoft Azure Platform, Storage.

Familiarity with SAN/NAS, Hyper-V/VMWare, iSCSI/Networking

Operating System/Virtualization

  • Familiarity with OS Internals concepts (Windows, Linux, etc), Storage, Active Directory and Security
  • Understanding of Virtualization concepts and virtual system administration
  • Experience with VM configuration and administration

Networking

  • Familiarity with networking concepts including VIPs, NAT, DNS
  • Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
  • Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

Microsoft Azure Platform (as a plus)

  • Microsoft Azure architecture and its components (Fabric, Compute, Storage, etc)
  • Knowledge of Microsoft Azure Platform services
  • Azure Platform development and deployment concepts

IMPORTANT LINKS