Technical Support Engineering IC3 @ 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

Responsibilities include:
The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.
The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud

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

Required
Strong knowledge and understanding of TCP, IP protocols and OSI model
Experience with Infrastructure , Network Administration
Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
Hands-on experience of Proxy and Firewall

QUALIFICATIONS:
SOFT SKILLS
Leadership - handle technically challenging and politically hot customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing. TECHNICAL SKILLS
Knowledge of one or two of the following domains: Windows Azure Platform, Operating System/Virtualization, Networking.
Windows Azure Platform
Knowledge of Windows Azure Platform services
Azure Platform development and deployment concepts
Familiarity with troubleshooting
Operating System/Virtualization
Familiarity with Active Directory, Security, OS Internals concepts
Understanding of Virtualization concepts and virtual system administration
Experience with Hyper-V configuration and administration
Networking
Familiarity with networking concepts including VIPs, NAT, DNS
Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
Understanding of the OSI model and related concepts