Job Information
Microsoft Corporation Technical Support Engineering in Bangalore, India
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.
Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
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 flexible in that you can work up to 50% from home.
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.
Responsibilities
Response and Resolution
• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
Product/Process Improvement
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements
Qualifications
*10+ yrs. of overall experience and 8+yrs of experience in Linux experience support or equivalent experience including a customer-facing or a customer support role.
*Must have experience in handling sensitive customers, escalated cases in high pressure situations.
*5+ years of experience administering Linux (boot process, file systems, network, device and protocol configuration).
*Must have stakeholder identification and management skills.
BUSINESS SKILLS
• Leadership - handle technically challenging and politically sensitive customer situations.
• Strong communications skills – Excellent spoken and written English communication skills.
• Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and Critical thinking
• Passion for technology and customer support
• Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing.
• Strong English Language skills
TECHNICAL SKILLS
Linux General Admin work. Knows their way around the OS and able to troubleshoot basic issues.
Linux OSS
• Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
• Experience administering Linux (boot process, file systems, network device and protocol configuration)
• LAMP (Linux, Apache, MySQL, PhP or Python)
• Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
• Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.) preferred
Operating System/Virtualization
• Familiarity with LDAP, Security, OS Internals concepts
• Understanding of Virtualization concepts and virtual system administration
• Cloud experience preferred.
Networking
• Familiarity with networking concepts including VIPs, NAT, DNS
• Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
• Understanding of the OSI model and related concepts
• Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
EDUCATION/CERTIFICATION
• B.S. degree in Computer Science or equivalent experience
• Linux Professional Institute Certified (LPIC), Red Hat Certified Engineer/Architect (RHCE/RHCA) or equivalent preferred
Language Qualification
English Language: fluent in reading, writing and speaking.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
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