Technical Support Engineering IC4 @ Microsoft

• Problem solving through deep troubleshooting, debugging, log analysis.
• Work with customers to understand their technical needs, and define an action plan to meet them, collaborating with peers or other teams regularly.
• Build business relationship both with customers and internal stakeholders.
• Identify and respond to critical customer issues specific to Azure Services or Azure Platform and be able to conduct in-depth diagnostics.
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ 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

Soft Skills

• Technical Leadership - handle technically challenging and politically sensitive customer situations
• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
• Ability to discover, recognize and assess alternate solutions to a problem
• Ability to have effective communication with various stakeholders within and outside of Microsoft

Group A: VM

• Microsoft Azure Architecture - Fundamentals of Fabric, Compute, Storage
• Conceptual knowledge of Azure IaaS deployments and administration
• Familiarity with OS Internals concepts, built-in diagnostics, Active Directory and Security (Windows and or Linux)
• Understanding of Virtualization concepts and virtual system administration
• Familiarity with SAN/NAS, Hyper-V/VMWare, iSCSI
• Familiarity with networking concepts including TCP/IP, NAT, DNS
• Working knowledge of troubleshooting tools including Sysinternals, Fiddler, Netmon, NetStat, Tracert etc.

Group B: Containers

• Solid understanding of container technology and fluency in Kubernetes and Docker
• Some experience with DevOps/GitOps (Azure DevOps, GitHub, Jenkins)
• Operating System/Virtualization
• Linux OS
• Windows OS
• Networking
• Identity

Group C: STACK

• Windows System Administration/Configuration, including an advanced understanding of and a minimum experience of 5 years.
• Good understanding of the Windows Registry
• Windows File Storage
• User Accounts Access Control
• Event Logs Auditing
• Performance/Resource Monitoring and troubleshooting
• Networking (TCP/IP): Good understanding on how to take a networking trace and how to analyze
• Troubleshooting performance issues using PerfMon and other tools

Group D: Networking

• Strong knowledge and understanding of TCP/IP protocols
• Experience and/or understanding of Infrastructure / Network Administration
• Troubleshooting at the expert level within large Network Environments
• Familiar with packet sniffers: Wireshark or Network Monitor/Message Analyzer
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s
• Notions of Private, Hybrid and Public Cloud
• Notions of Windows and/or Linux OS
• Notions of Virtualization of SDN technologies

Group E: Paas Dev

• Application development debugging experience (C/C++/C#, Python, Node.JS, etc.)
• Azure Application development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.)
• Web Site troubleshooting and coding experience: IIS, Azure Web Apps, PHP, Apache, Tomcat, WordPress, etc.

Group F: WebApps

• Application development debugging experience (C/C++/C#, Python, Java, Node.JS, etc.).
• Azure Application development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, App Services, etc.).
• Docker Containers in Linux and/or Windows
• Web Apps troubleshooting in Windows IIS

Group G: Identity

• Directory Services (ADDS, DNS, GPOs, OUs)
• User and Identity Management (Active Directory/ Azure AD)
• Access Management such MFA, Conditional Access, Device, and application management
• User Provisioning (AAD connect)
• AuthN and AuthZ Protocols concepts (Kerberos, PKI, OAuth, SSO, SAML, etc.)
• Federation (ADFS, Shibboleth, CA SiteMinder, Okta, PING etc)
• Hybrid Authentication concepts (PHS, PTA, Federation)
• Development of applications using Single Sign-On (SSO), MSAL, or similar authentication libraries and technologies)