JOB DESCRIPTION:
Support Engineer
Microsoft India Global Technical Support Centre (GTSC)
Microsoft GTSC was established in October of 2003 in India, it is part of Microsoft’s Customer Service and Support (CSS) organization which has locations throughout the Americas, EMEA, Asia Pacific, and Greater China.
Microsoft’s CSS organization supports over 170 Microsoft products which range from the Consumer to Enterprise customer segments. This includes the MSN and Home and Entertainment products as well as the more deeply technical products from Developer Support and Enterprise Platform Support to Enterprise Messaging Support and Enterprise Business Applications Support. The site in Bangalore is a part of a global network that has over 50 million customer touchpoints on an annual basis and provides services to the Consumer and Enterprise customer segments.
Responsibilities:
- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.
- Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line. Frequently, these problems will not only be technically complex but will be politically charged situations requiring the highest level of customer skill.
- Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
- Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
- Consistently share best practices with team members. Act as a technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver “in-depth” technical training to other engineers.
- Write complex technical articles and sample programs for the knowledge base.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Qualifications:
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
- Superior problem solving and troubleshooting skills at the System Engineer level.
- Exceptional customer service and strong communication skills are required.
- Must possess the ability to work independently with minimal management supervision and as part of an international team of engineers;
- Demonstrated aptitude for providing exceptional customer service in politically charged environments; Proven Leadership and cross-site collaboration skills;
- Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems at customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions.
- Strong knowledge of any Windows OS, Mobile device OS, Client/Server knowledge, understanding of Cloud services
- Nice to have would include: Exchange, SCCM, Mobile device configuration and app deployment, Cloud products like Azure, Office 365, other Mobile device management tools and programming knowledge. Any Moblie Device Management product / Mobile Application Management product experience.
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