Job Description

Job description:

Are you ready to join a team of the world\'s best technical experts to enable the success of Microsoft solutions? Do you want to be part of Cloud technologies and get ahead? You will have a chance to solve technically complex problems for the some of the world\'s largest companies.

Support Engineers provide deep technical troubleshooting skills for escalated issues that involve Microsoft\'s technically complex or politically sensitive support situations.

Drive the team/cluster level projects to improve CPE.

Contribute to the efficiency and effectiveness of the business through excellence in execution.

Contribute to Microsoft\'s objective of growing market share across solutions, workloads, platforms and products. Works closely with the product team on some of the technical design issue and product changes. Work timings will be based on Business needs it will include NA Business hours.

Responsibilities

CPE & Collaboration

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 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.

Years of experience: 1+years to 5 years

Location: BLR(preferred) /HYD/Noida

Shifts: US Shifts (Occasionally rotational shifts)

Sonata Software