| Company: | MICROSOFT |
|---|---|
| Job Role: | Technical Support Engineering. |
| Experience: | (2-3 years). |
| Vacancy: | 15+ |
| Qualification: | BE/BTech, ME/MTech, MCA |
| Salary: | ₹ 4.5 LPA. |
| Location: | Goa - India. |
| Join us on Telegram | Click Here |
| Apply Mode: | (Online) |
| Deadline: | Not Mentioned |
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
- Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
- Your Responsibilities
- Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with different Engineering teams/Vendors
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group/engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
- Readiness activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific..
Qualifications
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience.
- 5+ years of technical support, technical consulting experience, or information technology experience.
Language Qualification
- English Language: fluent in reading, writing and speaking.
- 5+ years of experience administering Linux (boot process, file systems, network, device and protocol configuration)
- Overall 9-12 years of support or equivalent experience including a customer-facing or customer support role.
TECHNICAL SKILLS
- Deep knowledge in Linux / OSS and technical understanding of at least two or more of the following areas: Microsoft Azure Platform, Operating System/Virtualization, Networking, or Relational Database Design/Administration.
- Linux OSS
- Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
- Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
- Experience in Core Linux administration (boot process, file systems, network device and protocol configuration)
- LAMP (Linux, Apache, MySQL, PhP or Python)
- Chef/Puppet, Docker/Container
- Expertise in managing cluster environment (SUSE, RedHat, Veritas)
- Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
- Linux Professional Institute Certified (LPIC), Linux+, Red Hat Certified Engineer (RHCE) preferred
Microsoft Azure Platform
- Microsoft Azure architecture and its components (Fabric, Compute, Storage)
- Knowledge of Microsoft Azure Platform services
- Azure Platform development and deployment concepts
- Familiarity with development: tools, language, process, methods, troubleshooting
Operating System/Virtualization
- Familiarity with LDAP, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Experience with Hyper-V, VMWare, Xen configuration and administration
- Cloud experience strongly preferred
Networking
- Familiarity with networking concepts including VIPs, NAT, DNS
- Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
- Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
- Understanding of the OSI model and related concepts
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
- Linux Professional Institute Certified (LPIC), Linux+, Red Hat Certified Engineer (RHCE) preferred
How to Apply Click on the Below link, it will redirect you to source Page and apply there.
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