Support Escalation Engineer @ 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
Windows System Administration/Configuration, including a good basic understanding of:
Registry
File Storage
User Accounts & Access Control
Event Logs & Auditing
Performance/Resource Monitor
Networking (TCP/IP)

Experience in one or more of these areas desirable Automated installation of Windows
User Profile management
Windows Update management
Kerberos and delegation
Bitlocker administration
Windows Shell configuration and management
Windows Activation/Licensing
Remote Desktop Services configuration and management
Clustering
Printing configuration and management
Resilient Storage technology (clustering, storage spaces)
Server management tools
Hyper-V management and VM deployment
Application installation and management
Windows backup and VSS
PowerShell scripting
Active Directory topology and management
Network Tracing and analysis
Public Key Infrastructure (PKI) deployment/management
Remote File Systems (SMB)
Group Policy management
DNS deployment/management
Troubleshooting hangs and crashes in Windows
Network Virtualisation (Hyper-V, SDN)
Troubleshooting performance issues using PerfMon and other tools

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

Qualifications:

Candidate must be a strong critical thinker, and enjoy solving very difficult problems (often involving code level analysis)
Strong experience in Current Microsoft Server and Client platforms with SME level knowledge in one of the two verticals (1. Reliability: OS performance, NBR, MTV 2. Remote Resource Vertical: RDS, WMI, RemoteFX Printing)
Support Escalation Engineers are frequently involved with the highest profile issues, and therefore must be able to handle both pressure and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment.
Programming and debugging skills are required, preferably in C or C++. Also, the ability to read and analyze network traces and solid protocol analysis is a plus.
Prior knowledge of Windows Server and other networking products (preferred but not essential), and/or networking operating systems is required. If you enjoy being the problem-solver in the spotlight of critical problems, then this position will excite and challenge you