Technical Support Engineering IC3 - Hyderabad @ Microsoft

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

SHA

• Windows Clustering (includes Virtual Machine Clustering) - Basic knowledge of clustering, pre-req required for setting up cluster, troubleshooting on RHS, 1135, Cluster not coming online, RCA of unexpected failover, etc..
• Storage - Basic understanding of disks, troubleshooting disk issues, plus point if worked on Windows 2016 Storage Spaces and S2D.

DEP

• Installation configuring / OS Upgradation troubleshooting Windows servers
• OS installation setup phases.
• Windows patching / Windows servicing - "windows update" - Troubleshooting patching issues manually via windows update, plus point if candidate knows CBS architecture components.
• Windows activation - understanding and troubleshooting windows activation client/server and KMS (Key management service) - setup / configuration and troubleshooting as well.
• Bitlocker / MBAM - Basic knowledge of Bitlocker i.e. how does it work, command line parameters and troubleshooting Bitlocker issues. MBAM basic knowledge on setup and configuration, troubleshooting issues in MBAM.

Perf

• Hands on experience in troubleshooting Server crash, Bug check or Blue screen , Unexpected reboot
• Hands on experience in troubleshooting Windows performance (High CPU / Memory / Disk / Resource leak)
• Hands on experience in troubleshooting Server hang / Blank screen / Server slowness
• Hands on experience with troubleshooting Service / application crash, hang, unresponsiveness