Support Engineer
Microsoft
Bangalore, Karnataka, India
1d ago

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 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.aa

  • Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to 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.

    Responsibilities

    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 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 team goals, time to resolution or escalation, enabling a response time similar to 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

    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.

    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), Operating System, Virtualization, Networking experience.

    Microsoft Azure Platform

  • Microsoft Azure architecture and its components (Fabric, Compute, Storage)
  • Knowledge of Microsoft Azure Platform services (IaaS)
  • Azure Platform development and deployment Lifecycle
  • Familiarity with tools : Powershell, Netmon, Fiddler.
  • Operating System / Virtualization

  • Familiarity with Active Directory, Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Experience with Hyper-V 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, VPN technologies preferred
  • Understanding of the OSI model and related concepts
  • EXPERIENCE

  • 2-5 years of support or equivalent experience including a customer facing or customer support role
  • GENERAL

  • Available to work critical cases as needed on a 24x7 basis or through an on-call model.
  • EDUCATION / CERTIFICATION

  • S. degree in Computer Science or equivalent experience
  • MCSE, MCPD, MCAD preferred
  • Apply
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