Mid Level
Microsoft operations
· 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 (e.g. swarming)
· Identify cases that require escalation (either technically or strategically)
· Create and maintain incident management requests to product group/engineering group
· Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
· Provide ramp activities, knowledge sharing, technical coaching and mentoring
· Drive technical collaboration & 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
· Experience in WSUS, SMS, SCCM 2007 / 2012 and Microsoft Intune
· Operating Systems Concepts - Active Directory, Security, OS Internals
· Networking concepts - DNS, protocols, Devices
· IIS Concepts - Configuration, ISAPI, Architecture, SSL and Kerberos
· Exception Handling
· Memory Management concepts
· Tools - Netmon, Perfmon, SQL Profiler
· Basic debugging skills
· Basic SQL Server Administration concepts Experience in one or more of these areas desirable
· Critical Exposure areas & Technical Specifications
· Strong experience in Windows 2003, 2008, 2008 R2 and 2012 server
· Exposure on SQL and IIS
English Language: confident in reading, writing and speaking. Optional: German/French/Italian