Job Category: Customer Service & Support Location: India, Bangalore
Job ID: 804289
Product: (Not Product Specific)
Division: Services & Support
Position: Support Engineer
Location: Bangalore, India
Shift Timings: Night Shift (US- North America)
Introduction
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 touch points on an annual basis and provides services to the Consumer and Enterprise customer segments.
For more details regarding India GTSC, please visit
http://www.microsoft.com/india/gtsc>
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 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 knowledge base.
* Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Qualifications, Abilities and Experience should include:
Basic Qualification
* 2+ years of work experience with Internet technologies including web site design, administration, and code-related development using .NET framework languages.
* 1+ years of experience in SharePoint
* Web application development experience using Microsoft Technologies(C#/VB.net, Asp.net, JavaScript, XML, ADO.Net and Webservices)
* Experience solving challenging technical problems
* Experience in platform administration including Windows Server, Internet Information Services, and Microsoft SQL Server.
* Experience with basic troubleshooting tools such as IIS logs, Event logs, PerfMon, etc
Preferred Qualification
* 1+ years of customer support experience
* Experience with MOSS 2007 or SharePoint 2010 development
* Familiarity with T-SQL query language
* Good working knowledge of networking technologies and ability to troubleshoot network problems using tools such as Network Monitor
* Strong skills in troubleshooting security-related issues involving NTFS, IIS and Active Directory
* Strong knowledge of processes, threads and memory structures
* Experience with Windows Workflow development
Reporting to: Team Manager
The position requires working in NIGHT SHIFTS and provides VOICE-BASED Support
For More Information
https://careers.microsoft.com/jobdetails.aspx?ss=&pg=0&so=&rw=5&jid=89072&jlang=en
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