Support Escalation Engineer
The Support Escalation Engineer is a technical leader who will have the opportunity to solve technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. As a trusted advisor to IT Professionals and Developers, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution.
At Microsoft CSS Supporting Engineering, the sentence: “That’s not our problem” doesn’t exist in our lexicon. With more than 8,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers in 24 languages.
Support Escalation Engineering at Microsoft
The Support Escalation Engineer - You will use advanced troubleshooting methods and tools to solve technically complex problems. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines. You also have the opportunity to assist in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving. This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing your expertise via social media. We’ll provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts.
Key Responsibilities:
As a Support Escalation Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with those customers.
It’s your chance to:
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Exhibit leadership through personal responsibility, accountability and teamwork.
Act as a technical focal point in cooperative relationships with other companies.
Manage crisis situations that may involve technically challenging issues and diverse audiences.
Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Travel within the US and internationally may be available.
Earn certifications as an MCSE, MCSD or MCPD. Microsoft will facilitate this opportunity through company provided resources and testing centers (required within one year of employment).
Business Division Specific:
Microsoft Exchange Server is the most flexible and reliable messaging system available on the market. It is the most widely used messaging system by small, medium, and Enterprise level businesses around the world and has been seen as the leading messaging system available for over a decade. This position is for an opportunity to become a member of the Exchange Support team working with on premise, cloud, and coexistence scenarios working with, supporting, and influencing this world class messaging system.
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 & support services to 54 million customers. Across Enterprise Services and Customer Support Services 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:
5+ years or equivalent skill level deploying and administrating Exchange Server (2003, 2007, and/or 2010).
Advanced proficiency in Exchange Server (2003, 2007, and/or 2010) in addition to other networking products and networking operating systems (Windows 2003, 2008, etc.).
Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
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.
Desired background in Technical Training. Education Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.
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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