Responsibilities include:
The support engineer is a critical role in the implementation of Azure platform or Windows support capabilities which include working with the PG 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 support capabilities for the cloud.
The support engineer is responsible for support delivery, providing technical support to Azure and Windows Server customers by resolving escalated, complex technical customer issues on the Azure or Windows Server platform and delivering 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 Escalation Engineer will need to closely collaborate with PG engineering and operations, and other CTS engineers.
Requirements:
SOFT SKILLS
• Strong communications skills – Excellent spoken and written English communication skills
• Passion for technology and customer support
• Understanding of cloud vs. on premise computing.
• Effective, polished interaction with customer to gather information
• Demonstrable troubleshooting skills
• Leadership- handle technically challenging and politically hot customer situations
• Cross- team collaboration
• Logical and Critical thinking
TECHNICAL SKILLS
System/Virtualization, Networking, Azure Platform, Storage.
Operating System/Virtualization
Knowledge of one or two of the following domains: Windows Server Operating
– Familiarity with OS Internals concepts (Windows, Linux, etc), Storage, Active Directory and
Security
– Understanding of Virtualization concepts and virtual system administration
– Experience with VM configuration and administration
Networking
– Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
– Understanding of load balancing, geo- redundancy, CDN and VPN technologies preferred
– Familiarity with networking concepts including VIPs, NAT, DNS
Azure Platform (as a plus)
– Knowledge of Azure Platform services
– Azure architecture and its components (Fabric, Compute, Storage, etc)
– Azure Platform development and deployment concepts
LANGUAGE SKILLS
– English (both oral and written)
