Job Description

Work Location: 2 positions in Bangalore / 2 in Hyderabad / 1

In Noida

• Number of openings: 5

:

Responsibilities include:

The Support Engineer is responsible for support delivery, working with customers to resolve technical customer issues on the Microsoft Azure Platform. In addition, the Support Engineer will focus on determining technical support Pain areas that she/he would see while working with Customers and Provide feedback and details to Technical Advisors and Internal teams.

The Support Engineer is a critical role in the implementation of Azure Platform support capabilities which includes working with the PG and Azure Supportability PMs (Project Managers) to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.

Specific measurements include achieving the CPE (Customer and Partner Experience) team goals, time to resolution or escalation, enabling a response time like 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 sensitive customer situations

• Strong communications skills - Excellent spoken and written English communication skills

• Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence

• Demonstrable troubleshooting skills

• Cross-team collaboration

• Logical and Critical thinking

• Passion for technology and customer support

• Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.

TECHNICAL SKILLS

Technical understanding of the following areas with a (preferred) deep knowledge in at least one: Microsoft Azure Platform (IaaS (infrastructure as a service)), Operating System, Virtualization, Networking experience.

Microsoft Azure IAAS Platform

-Knowledge of Microsoft Azure Platform services (IaaS) including Virtual Machines, VMSS (virtual machine scale sets), Azure Encryption, Image Builder, Compute Gallery, Azure Storage, Azure Portal - Administration and Troubleshooting.

-Azure Platform development and deployment Lifecycle

-Familiarity with tools: PowerShell, Netmon, Fiddler, CLI (command-line interfaces)

Operating System - Windows and Linux

-Familiarity with Active Directory, Security, OS (operating systems) Internals concepts (Windows & Linux)

-Familiar with OS troubleshooting, Performance, OS Update, RDP/SSH, Licensing, OS Boot

-Understanding of Virtualization concepts and virtual system administration

Networking

-Familiarity with networking concepts including VIPs (Virtual IP), NAT (network address translation), DNS (Domain Name System)

-Familiarity with networking tools (ping, Tracert, Tracemon, wire shark, etc.)

-Understanding of load balancing, VPN (virtual private networks) technologies preferred

-Understanding of the OSI (Open Systems Interconnection) model and related concepts

Sonata Software