Support Escalation Engineer - Hyderabad @ Microsoft

Obsess about and know our customers and partners, responding to and resolving the most critical customer issues
Role Model the Customer eXperience Framework CARE behaviours
Seeks information about the underlying needs of customers, developing and communicating realistic outcomes
Conducts in-depth analysis of problems, including leading triage meetings
Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model
Demonstrates expertise in a specific solution, or several products, feature functions, or services
Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products
Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting

Required
Knowledge of MS Office Applications (Word, Excel, PowerPoint)
Understanding of client/server, networking, and Internet technologies fundamentals.
Database skills for SQL Server Development / SQL Reporting services.
Experience in network operations, software support or I.T. consulting.
Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.

Experience in one or more of these areas desirable
Knowledge about the following areas in SharePoint
o User Administration
o Site administration
o Shared Service Provider Administration
o Service Applications.
o OCSI Office Client Server Integration).
o Troubleshooting issues with Office Web Access.

Language Qualification
English Language: fluent in reading, writing and speaking.