Job Description

Outlook

Exp: 1+ to 5 years

Bangalore / Hyderabad/ Noida

Here\'s how you\'ll contribute:

Responsibilities:
CPE & Collaboration
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 advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs; may involve writing code/scripts.
Report software bugs and customer suggestions. Acquire & coordinate resources from other groups as needed to resolve customer issues. Key technical interface to Quick Fix Engineering (QFE) and Development for the resolution of high impact or pervasive issues effecting Microsoft\'s corporate clients.

Individual and Team Readiness

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

Skills & Qualifications

Candidate must be a strong critical thinker and enjoy solving very difficult problems. Support Engineers are frequently involved with high profile issues and therefore must be able to handle both pressure and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills and the ability to work in a team environment.

Knowledge and hands-On expertise with the following products-

• Microsoft Office applications & Outlook 2010/2013/2016
• Microsoft Office 365 and/or Exchange on-premises servers administration (2007/2010/2013/2016)
• Windows Server concepts and administration (Active Directory, Group Policy Management, Terminal Server, Networking)

Advance knowledge of

-Authentication protocols

- Autodiscover

- Free/busy

- Calendaring

- Outlook client connectivity (MAPI, RPC/HTTP, EWS, REST)

- Email hygiene i.e. Antispam, Malware, Phishing

Knowledge on Tools and log analysis:

MFCMAPI

Process Explorer

Process Monitor

Fiddler

Netmon, Wireshark

Windows Event logs

- Knowledge of Exchange Online Hybrid is an added advantage.

-- Knowledge of Exchange online or Exchange on Prem concepts

-Basic knowledge of Microsoft Active Directory & Identity Technologies.(Good to have)

- Conversationalist level of knowledge of all Microsoft products used in an enterprise environment.
- Ideal candidates should be well versed in probing and isolation skills to pinpoint the cause of the problem. Strong problem solving and technical writing skills.
- Ability to effectively communicate with customers and executives on technical and business issues.
- Strong organization, time management, and negotiation skills

- Networking concepts - DNS, protocols, Devices

- Up to date MCSE certification desirable.

How we\xe2\x80\x99d like you to lead:

\xc2\xb7 Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.

\xc2\xb7 Advise customers on how to gain additional value from their Microsoft products.

\xc2\xb7 Document your technical work and research to help your colleagues, improve the product, and improve the support experience.

\xc2\xb7 Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations

Advantage Zensar

We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.

Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans\xe2\x80\x99 status.

Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:

• Putting people first
• Client-centricity
• Collaboration

Grow. Own. Achieve. Learn. with Zensar:

Ready to think velocity?

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