Technical Support Engineering IC3 - Hyderabad
- Microsoft
- 2 - 6 years
- Hyderabad
- 3 years ago
- Email to a friend
- Report this job
Job Description
Your Responsibilities
- Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) - Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group or engineering group - Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring - Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific - Scope and resolve complex issues with onboarding, deployment and configuration of products
Advise and educate customers on the features and capabilities of our products - Interpret and analyze log data to troubleshoot issues
- Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
- Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively - Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
- Perform activities necessary to quickly mitigate outages and service interruptions in the customer s environment by recommending and implementing workarounds
- Maintain current knowledge and understanding of product roadmaps and emerging technologies
-
Qualifications
- Language Qualification
English Language: fluent in reading, writing and speaking. - System Centre Endpoint Protection
- Azure Antimalware
- Windows Defender
- Windows Defender Advance Threat Protection/ Microsoft Defender for EndPoint.
- Microsoft Defender for Cloud (formerly Azure Security Center)
- Microsoft Sentinel / Azure Sentinel (ASI)*
- Azure Information Protection
- Active Directory Rights Management Service
- Azure Key vault
- Office 365 Security Compliance and Authentication
- Microsoft Defender for Cloud Aps ( formerly MCAS)
- Azure Advanced Threat Protection (ATP) / Microsoft Defender for Identity
- Advanced Threat Analytics
- Flexibility to work in shifts / weekend coverages on rotation.
Required Experience
- 2+ years of experience in Network Security Engineering or consulting, and/or Systems Administration. 2+ years Customer facing support experience.
- 1+ year Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.
- 1+ year enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Soft Skills - Demonstrated experience learning new technologies
Strong collaborative skills and extensive cross-group coordination skills - Proven customer service skills supporting external and/or internal customers in an enterprise environment
- Great phone presence and documentation abilities. Excellent executive communication and crisis management skills
- Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides
- Previous experience working in a large, complex, highly matrixed global organization preferred
Ability to work in a high pace environment
Education
- Preferred Bachelor s degree or higher in a technical field, or relevant work experience
- Preferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.)
- Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Job Classification
Industry: Software ProductFunctional Area: Engineering - Hardware & Networks,
Role Category: IT Network
Role: IT Network
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: MicrosoftLocation(s): Hyderabad
+ View Contact
Keyskills: Automation Networking Consulting Network security Windows microsoft Troubleshooting cisco Technical support Analytics
Fraud Alert to job seekers!
₹ Not Disclosed
Microsoft
Microsoft’s Customer Service and Support (CSS) organization supports over 170 Microsoft products, which range from the Consumer to Enterprise customer segments. This includes technical products from Developer Support and Enterprise Platform Support to Enterprise Messaging Support and Enterpri...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in