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Want to know more Support Escalation Engineer at Microsoft is an exciting & challenging role in the resolution with highly complex, technical, and escalated support incidents related to supporting customer via phone, web, email, chat and other support channels covering various development and deployments.
The Microsoft Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure.
Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.
The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service to migrate or compliment their existing on-premises environment, and to work in collaboration with multiple Microsoft teams inside of CSS.
Scope customer incidents
Analyze incident data from threat analytics tools
Communicate recommendations and guidance based on results of analysis to the customer
Perform activities necessary for immediate containment and short-term resolution of incidents
The Support Escalation Engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues.
In addition, the Support Escalation Engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for identifying required tools, cloud access, training, processes or capabilities for support to assess issues in less than 15 minutes.
Need to closely collaborate with engineering, operations and CSS engineers.
2+ years' experience in system development, network operations, software support or consulting
2+ years industry experience with Microsoft® products like : Windows Server and Microsoft client
2+ year’s industry experience with Microsoft products Strong knowledge of Microsoft Windows operating systems both current and legacy
2+ year’s industry experience with Microsoft Server products (preferred) Strong knowledge of otheroperating systems (preferred).
2+ year’s industry experience with Microsoft System Center products.
2+ year’s industry experience with Microsoft System Center Data Protection Manager with Strong knowledge in this area.
Working understanding of Microsoft Azure platform, specifically use of Microsoft Azure Backup agent and IaaS VM Backup together with Microsoft Azure Site Recovery.