Technical Support Engineering IC4 - Hyderabad
- Microsoft
- 2 - 7 years
- Hyderabad
- 3 years ago
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Job Description
Responsibilities
- Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
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 (egswarming) - 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
Qualifications
- Language Qualification
English Language: fluent in reading, writing and speaking. - Required Qualifications
- 2+ years of experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and, or related
- 2+ years of experience in ERP working in one or more of the following Technology areas:
o Environment deployments and monitoring in Azure or other Cloud management Systems
o Understanding of SysInternals tools Process Monitor, Process Explorer
o Programming skills are useful, preferably in C++ or C# development - basic knowledge (ability to read code and write simple programs)
o Understanding of IIS, troubleshooting website issues, HTTP responses
o Network debugging skills (Fiddler, Network Monitor , Wireshark , Message Analyzer)
o Understanding of data management and migration concepts
o Strong knowledge of operating systems (Windows and, or Linux)
o Good knowledge of Microsoft SQL and Active Directory
o Working experience of Visual Studio, SharePoint or Exchange - Experience in one or more of these areas desirable
- 2+ years in a customer facing service role in any capacity
Strong customer service, accurate and logical problem solving
Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring - Excellent Communication Skills - verbal, listening, and written (including technical writing).
- Interpersonal and relationship skills proven through work experience
- Passion for lifelong learning and personal and professional development
Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System
Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS) - Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems or Computer Engineering
Job Classification
Industry: Software ProductFunctional Area: Engineering - Hardware & Networks,
Role Category: IT Network
Role: IT Network
Employement Type: Full time
Education
Under Graduation: B.Tech/B.E. in Production/IndustrialPost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: MicrosoftLocation(s): Hyderabad
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Keyskills: C++ SAP Linux Data management Customer support Customer service Windows MCSE microsoft Technical support
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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...
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