Exchange Support Escalation Engineer
Are you ready to join a team of the world’s best technical experts to enable the success of Microsoft solutions for our commercial accounts? You will have a chance to solve technically complex problems for the some of the world’s largest companies. As a trusted advisor to the senior data center admins, you will have influence over the implementation of a broad range of solutions. Your technical and relationship skills are critical to the success of the Microsoft solution and the customer’s perception of value.
Our world can only be described as a continuous learning environment with significant investment in allowing top technical minds to reach their full potential. There are many career paths in the Microsoft Support organization, including becoming a subject-matter expert or developing code through an escalation services role. Join our team of smart people and great leaders, and experience working with our cutting-edge technology including cloud services.
Exchange Support Escalation Engineer at Microsoft
This person will be responsible for delivering Microsoft Exchange support for a for Premier and Professional customers. The ideal candidate should have at least 2-4 years’ experience with Exchange in an Enterprise environment. This candidate should possess a solid working knowledge of enterprise messaging administrative concepts (installation, disaster recovery process, database utilities, public folder replication, FSMO role holders, OWA, Front End/Back End, and Mail flow). They should also have expertise with Microsoft Exchange Server 2007, 2010, and/or 2013, Windows client, Windows Server, Active Directory, and Mobile device technologies.
Goal - To provide high quality technical phone support in regards to Microsoft Exchange Premier and Professional customers.
Key Responsibilities:
Deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
Utilize knowledge of the customer environment to resolve issues in a timely manner.
Manage escalations and sub-cases to ensure timely and high quality resolution of all issues.
Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
Work with Technical Account Managers to effectively manage hot-sites including documented action plans and daily status updates for the customer and Microsoft management.
Execute formal post-mortem process on closure of critical issues.
Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.
This position has frequent contact with Microsoft Premier Customers, TAMs, developers, program managers, support engineers, managers, and other support vendors.
In Microsoft Services, we help businesses around the world to accelerate the power of Microsoft products and technologies. Working with 60,000 partners worldwide on some of the largest and most complex technological challenges around, we provide technical consulting http://www.microsoft.com/services/microsoftservices> and support http://support.microsoft.com/> services to 54 million customers. Across Enterprise Services and Customer Support Services http://support.microsoft.com/>, we have a global team of 10,000 professionals in 88 countries, and we draw on the full resources of the Microsoft organization worldwide.
Benefits of working at Microsoft:
Microsoft values different life experiences and viewpoints. We seek out people from diverse backgrounds and encourage them to take risks and approach challenges unconventionally. We will invest in your health and financial future, and encourage you to pursue your interests and passions away from the office. Our products and technologies help you balance life away from the office and enable you to manage your schedule efficiently.
Your Career:
We take your career seriously at Microsoft and will ensure that we provide regular reviews throughout the year to offer continuous feedback and support to inspire you, develop your skills and ensure your personal satisfaction and growth. The Microsoft performance philosophy recognizes higher performance with bigger rewards through a formal annual performance review.
Skills and Qualifications
Require a 4 year technical degree or equivalent work experience, plus a minimum 2 years’ experience in technical support or MIS in an Enterprise environment. Desired experience:
Experience with Microsoft Exchange Server 2007, 2010, and/or 2013
Demonstrated technical competence with Microsoft Technologies.
Conversationalist level of knowledge of all Microsoft products used in an enterprise environment.
Strong technical writing skills and familiarity with Microsoft Office Applications.
Ability to effectively communicate with customer managers and executives on technical and business issues.
Strong organization, time management, project management, and negotiation skills;
Ability to meet customer security screening requirements is required for this role. Customer requirements may include additional personnel screening such as, but not limited to: specialized agency background checks (either national or local which may include fingerprinting). All employees hired into roles supporting Cloud Offerings will also be required to pass Microsoft background checks every two years.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Transform your Career with Microsoft Services with jobs here http://aka.ms/CareersInServices.
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