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Specialist

Job Req Id:  1251330

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

 

Cloud Traits:

Cloud Focus: These customers and products are our future even if they cannibalize our present

Cloud Speed: Cloud products change much faster than on-premises products, so readiness requires a new mentality

Cloud Ownership: We own the switches, the drives, the servers, and the service code – we should be able to fix anything that happens

One Microsoft: Support boundaries are (almost) obsolete in the cloud, so let’s not use them to negatively impact the Cloud Experience

Cloud Evangelism: The Cloud is new and can seem scary, so we need to encourage customer and engineers to adopt it

Job qualifications:

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

 

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 custome

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Job Segment: Cloud, Network Administrator, Virtualization, Network, Linux, Technology

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