• Work Location: Bangalore

• Work from Office: Office North American hours(Includes weekend support)

Exp: 3 + years

Responsibilities:

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. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.

Receive 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.

Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues.

Represent Microsoft professionally during occasional customer facing on-site engagements.

Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Support Engineers.

Develop and deliver technical training to other engineers.

Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Report software bugs and customer suggestions.

Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.

Assist with selection of new team members.

May act as technical focal point in cooperative relationships with other companies.

Qualifications Required:

Minimum of 3 years of experience in systems development, network operations, software support or I.T. consulting.

Solid understanding of client/server, networking, and Internet technologies fundamentals.

Previous experience deploying, administrating and/or supporting an enterprise instant messaging, real time communications solution or enterprise messaging solution such as OCS/Skype for Business, Jabber, Exchange, Cisco WebEX

Initiative to develop expertise on new technologies beyond provided classroom training.

Candidates with strong and lengthy experience in supporting complex, enterprise networking products and networking operating systems (preferably Windows Server but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present.

A strong understanding of Networking fundamentals such as Routing & Switching Protocols, TCP/IP, QoS, VLANs, DNS and WAN protocols and technologies Full Microsoft certifications for the products we support is required within one year of employment.

Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.

Strong ability to interact and communicate with groups outside the support engineer’s immediate workgroup.

Recommended:

In-depth understanding and experience with VoIP technologies, protocols (such as SIP, RTP) and products is ideal but not required deal candidates will have experience troubleshooting complex Voice quality issues with Lync / Skype for Business

The ideal candidate will have minimum of three years product support experience or the equivalent in work experience.

Prior knowledge of Skype for Business or Office Communications Server is idealThe ability to read and analyze network traces is ideal.