M365 Support Escalation Engineer - Premier
Microsoft
Bucharest, Bucharest, Romania
‎în urmă cu 12 ore

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web.

They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.

SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems.

They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.

SEEs collaborate with experts from across the business, including our Development Teams.

Responsibilities

Your Responsibilities

  • Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
  • 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 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
  • Qualifications

    Language Qualification

    English Language : confident in reading, writing and speaking. OR

    Fluent in German, French, Italian and confident in reading, writing and speaking English.

    M365 Support Escalation Engineer

    Required Qualifications :

  • 3+ years in a customer facing service role in any capacity
  • English Language : fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus TOEFL, TOEIC, Cambridge English Exams)
  • Preferred Qualifications :

  • Strong communication & interpersonal skills working with all levels in / outside of the organization : customers, IT, support, execs, leaders
  • Strong planning and project management skills
  • 2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
  • Bilingual preferred though not required : Spanish, French, German, Italian, Portuguese
  • Technical Qualification

    Knowledge and experience in ONE of these M365 services :

    Exchange Online :

  • Experience with Active Directory and Exchange Servers(architecture / design / troubleshooting)
  • Familiar with M365 Hybrid deployments and troubleshooting cross-premises issues
  • Good understanding of Exchange Server Components and Virtual Directories
  • Good understanding of SMTP / POP / IMAP and Exchange Web Services (EWS)
  • Familiar with M365 offerings and knowledge about main features from Exchange Online / Security and Compliance
  • Security and Compliance topics such as Auditing, DLP, Items and Mailbox Recovery
  • Nice to have experience with M365 migrations and interaction with M365 portal and Exchange Admin Center
  • MS-Teams :

  • Knowledge of M365 suite, Microsoft Teams and Skype for Business products.
  • Experience using common troubleshooting tools.
  • Complementary Technical Requirements
  • Knowledge of TCP / IP networking, switches, routers, firewalls and protocols.
  • Knowledge of Exchange, Active Directory, ADFS experience.
  • Knowledge of Voice communications.
  • Knowledge of Skype for Business hybrid deployments.
  • Other Cloud products.
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