Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization?
If so, the Support Escalation Engineer position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you!
We are a diverse team who is proud to shape future technologies and deliver industry-leading services across the globe. As a member of that team, you will aspire to be our customers’ and partners’ trusted advisors to fuel some of the largest and most complex IT solutions in the world. You will constantly be exposed to cutting-edge software, services and devices.
Support Escalation Engineers (SEE) specialize in product configuration. As an SEE, you will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.
We seek out people who: · Are thoughtful, analytical leaders · Have a passion for technology and continuous learning · Thrive in dynamic, high-stress environments · Are eager to collaborate and build strong relationships · Are able to see a problem from many angles · Embrace multicultural environments
Responsibilities
Supporting escalated issues of all Enterprise and Broad commercial customers on phone and remotely
* Scoping and documenting customer scenarios, potential causes and troubleshooting steps
* Effectively communicating with customers and stakeholders via, phone, email or any other available means
* Ensuring compliance with schedules; processes and MS policies and values * Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.
* Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
* Demonstrate leadership through personal responsibility, accountability and teamwork.
* Act as a technical focal point in cooperative relationships with other companies.
* Manage crisis situations that may involve technically challenging issues and diverse audiences.
* Own and resolve technically complex mission critical or politically hot customer issues
* Be responsive to customer needs which may sometimes require outside of normal business hours.
* Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
* Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.
* Share knowledge with others through solution documents, contribute to social media, engage technical communities,
build automated self-help solutions and create training.
Qualifications
Experience in working on Microsoft Exchange Server 2007/2010/2013/2016.
* Experience in working on Microsoft Exchange Server 2007/2010/2013/2016 Hybrid Environment Setup with Exchange Online.
* Command over client server integration and mail flow concepts.
* Networking (DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation * Good to have experience in working on O365 and knowledge of Windows Azure ADconnect.
* Prior customer support experience
* Experience in creating technical documentation and sharing knowledge with others through training delivery and/or mentoring.
* Must have excellent written and verbal communication skills.
* Must have excellent customer handling skills
* Up to date MCSE certification desirable
* Must have enthusiasm for learning
* Passionate about cloud technology.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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