Location: US
Travel Required: 20%
Role Name: Support Escalation Engineer - Exchange Client
Preferred Location: Charlotte, NC
Alternate Locations: Dallas, TX; Reston, VA; Redmond, WA; Fargo, ND
In some cases, the position can also be located in another major city in the United States.
Do you have a passion for Messaging Services? Do you want to be a key technical contributor in a rapidly growing & profitable “Enterprise” team? Do you want to work in a division that has a direct impact on Microsoft’s bottom-line? If you want to join a fast-paced team & have an impact on a growing our Messaging business, this is the opportunity for you to drive the evolution of Microsoft Messaging Support while keeping customer satisfaction as the top priority! This is an opportunity for you to be constantly challenged as the Messaging team expands to provide broader capabilities to our Public Sector customers, and to work in collaboration with multiple Microsoft teams inside of Customer Service and Support and Engineering and Operations teams.
Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results for our business. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Engineering Groups. You must be able to work well under pressure while also exhibiting flexibility with a strong tolerance for managing through ambiguity and uncertainty.
The CSS Public Sector group is an organization chartered to deliver increased value to some of our most important customers. PubSec engineers have the opportunity to work with one consistent segment customizing support, services, and offerings to meet these customers’ needs. Engineers can move between proactive services delivering preventative, health-driving services on site, or to providing reactive deep technical assistance via phone.
At Microsoft, the sentence: “That’s not our problem” doesn’t exist in our lexicon. With thousands of employees, we deliver world-class assistance around the clock to our customers, partners and developers in 24 languages.
Ability to meet Microsoft, customer, and government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
Citizenship Verification: This position requires verification of US Citizenship to meet US Federal Government security requirements.
Fingerprint Background Check: This position may be required to pass a customer required Fingerprint Background Check.
Microsoft Cloud Background Check: This position may be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Criminal Justice Information Services: This position may require passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies.
Public Trust Position: This position may require passing a United States Public Trust Position (PTP) background investigation to meet federal, state and/or local government requirements.
US Government Security Clearance: Candidates for this position must currently hold or be able to obtain a US Security Clearance with the US Federal Government.
This position may require you to work a rotational on-call schedule including occasionally deep nights, as well as some domestic and international travel. This job is eligible for the following work arrangements: Compressed Work Week, Flex Time, Telework.
Responsibilities include:
The Support Escalation Engineer is responsible for support delivery, providing technical support to Developer customers by resolving complex technical customer issues on Microsoft Exchange client connectivity and Outlook, and delivering Technical Support achieving high Customer Satisfaction and workflow efficiency targets; to identify required tools, access, training, processes or capabilities to assess and resolve customer issues. Team members will need to closely collaborate with engineering and operations teams as well as other support engineering teams.
QUALIFICATIONS:
SOFT SKILLS
Leadership - handle technically challenging and politically hot customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer both on the telephone and potentially face-to-face to gather information
Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment
Outstanding partnering capabilities
Ability to drive product/service improvements in core technical focus area
Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints
Passion for technology and customer support
Understanding of cloud vs. on premise computing
TECHNICAL SKILLS
Knowledge of one or two of the following domains: Outlook, Exchange Client connectivity, Networking, Active Directory.
Outlook
– Working knowledge of Outlook interaction with connectivity to Exchange Server
– Understanding of how customers work within Outlook as a productivity tool that connects with Exchange, SharePoint and other Microsoft applications.
Exchange Server
– General knowledge of Exchange server versions 2007 and higher including administration, mailbox creation, permissions required for managers and delegates
– Knowledge of Exchange profile configuration, Calendaring, Delegate Access.
General Windows Experience
– Ability to troubleshoot, diagnose issues using tools, labs and online documentation
– Knowledge of Active Directory with Windows 2003 and higher
– Understanding of networking components
EXPERIENCE
At least 3 years of Technical Support experience (in a Tier 3 environment) including experience in a customer-facing or customer technical support role
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
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.
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