Support Escalation Engineer

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is Microsoft onsite only.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working
directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation
organization?

If so, the Support Escalation Engineer position in the Microsoft Customer Service and Support Organization is a unique
career opportunity for you

We are a diverse team who is proud to shape future technologies and deliver industry-leading services across the globe. As
a member of that team, you will aspire to be our customers’ and partners’ trusted advisors to fuel some of the largest and
most complex IT solutions in the world. You will constantly be exposed to cutting-edge software, services and devices.
Support Escalation Engineers (SEE) specialize in product configuration. As an SEE, you will investigate and solve critical,
complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use
sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be
responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a
quality support experience enabling overall customer success. We are also passionate about knowledge sharing and
prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community

Qualifications

• 4+ years of in-depth experience in M365
• Fluent in reading, writing, and speaking English.
• Should have Product and Troubleshooting knowledge in on all types of Migration with Office 365
• Should have Product and Troubleshooting knowledge in Office 365 Identity synchronization – planning, design, and
deployment of AAD connect service for Office 365 identity management.
• Should have Product and Troubleshooting knowledge in implementation on Mail flow / EOP Protection / ATP / Phish /
Spoof concepts,
• Product and Troubleshooting knowledge in analyzing email flow issues using Exchange online protection and hybrid
scenarios.
• Product and Troubleshooting knowledge in Analyzing message header information and troubleshooting on mail flow
issues.
• Product and Troubleshooting knowledge in Provisioning of mailboxes in Exchange online [ Cloud only , Hybrid ,
Migration scenarios].
• Compliance management using journaling, archiving, transport rules and litigation hold, Retention Policies
• Product and Troubleshooting knowledge with MRM / Retention / Labels / E-discovery concepts with in-depth
troubleshooting knowledge.
• Product and Troubleshooting knowledge in on Security concepts – Threat Policies, Alert Policies, Attack Simulation,
Investigations
• Product and Troubleshooting knowledge in configuring and troubleshooting in Hybrid Exchange Environment
• Good knowledge of PowerShell scripting
• Office 365 Identity synchronization – planning, design, and deployment of AAD connect service for Office 365 identity
management.
• Planning and deployment of Exchange Hybrid with Office 365. Working experience on Exchange online migrations.
• Office 365 Tenant to Tenant Migration Structure Planning
• Design and deployment of Exchange 2016 / 2019 on premise environment. Migration from old Exchange version to
latest Exchange environment is an added advantage.
• Product and Troubleshooting knowledge in Azure Active Directory conditional access with office 365 and third-party
applications is an added advantage.
• Deep knowledge and Certification to build Enterprise scale end-to-end solutions on Microsoft 365 (E5) security
components such as Microsoft Defender Advanced Threat Protection (ATP), Azure Advanced Threat Protection,
Microsoft Endpoint Data Loss Prevention, Microsoft Information Protection, Microsoft Office 365 Advanced Threat
Protection, advanced e-discovery etc. is an added advantage.
• Deep troubleshooting skills with Exchange Online concepts.
• Must have enthusiasm for learning.
• Passionate about cloud technology.

Responsibilities

Responsibilities
* Supporting escalated issues of all Enterprise and Broad commercial customers on phone and remotely
* Scoping and documenting customer scenarios, potential causes and troubleshooting steps
* Effectively communicating with customers and stakeholders via, phone, email or any other available means
* Ensuring compliance with schedules; processes and MS policies and values
* Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging
situations.
* Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly
technical IT professionals, developers, architects, and executive management.
* Demonstrate leadership through personal responsibility, accountability and teamwork.
* Act as a technical focal point in cooperative relationships with other companies.
* Manage crisis situations that may involve technically challenging issues and diverse audiences.
* Own and resolve technically complex mission critical or politically hot customer issues
* Be responsive to customer needs which may sometimes require outside of normal business hours.
* Maintain strong working knowledge of released products, take ownership for product improvement, and participate in
pre-release activities and BETA programs.
* Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.
* Share knowledge with others through solution documents, contribute to social media, engage technical communities,
build automated self-help solutions and create training

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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