Support Escalation Engineer
Irving , Texas
November 16, 2016

Support Escalation Engineer

Location: Las Colinas, TX

Microsoft’s Global Business Support (GBS) has more than 7,000 employees, and we deliver world-class assistance around the clock to businesses, partners and developers in 24 languages.

The Support Escalation Engineer (SEE) is a technical leader with the opportunity to solve technically complex, and often critical, problems, for the world’s largest companies as well as smaller companies on the leading edge of their industry. As a trusted advisor to IT Professionals and Developers, you can influence a broad range of solutions to create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s solution and their perception of value from Microsoft.

In this role, you will use advanced observation, detection and troubleshooting methods to resolve complex escalated problems requiring a broad technical understanding with in-depth Skype for Business product knowledge, which may include technical stacks of additional product lines. You will also contribute to the growth of other engineers through mentoring, training scenarios and collaboration during problem solving. This will also allow the freedom to enable customer self-help by creating publicly leveraged resources (KB articles, online training, whitepapers, etc.), as well as automated self-help solutions, and sharing your expertise via social media outlets. We’ll provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts. Success in this role requires a commitment to growth, collaboration and demonstrated leadership skills.

Key Opportunities:

Demonstrate strong logic, interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.

Exhibit leadership through personal responsibility, accountability and teamwork.

Act as a technical focal point in cooperative relationships with other companies.

Maintain a varied number of work items from different customers and be able to prioritize those items.

Manage crisis situations that may involve technically challenging issues and diverse audiences.

Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.

Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.

Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.

Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.

Preferred Skills and Qualifications:

Bachelors, or foreign equivalent degree, in Computer Science, Engineering, Mathematics, Information Systems, or a related field, plus five years of progressive, post-baccalaureate experience in: planning, deploying, administrating and/or supporting an Enterprise Unified Communications solution (including IM, real-time communications, UM, such as OCS/Lync/Skype for Business, Jabber, Exchange, or Cisco WebEX).

Solid understanding of client/server, networking, and Internet technologies fundamentals.

Advanced skills in troubleshooting, organization, communication, and collaboration.

In-depth, hands-on experience in the deployment and management of Skype for Business, or Lync specifically, into an existing PBX/iPBX/VoIP environment, or the deployment and management of a non-Microsoft VoIP solution, such as Cisco Call Manager, Siemens OpenScape, and IBM Sametime will be considered.

Ability to analyze and interpret data captures and trace logs, especially network traces, to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP and Unified Communications.

Strong Network experience with underlying technologies such as Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP, VLANs, and WAN protocols and technologies.

Background in VoIP, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP trunks, all-in-one voice and video web conferencing, network monitoring and diagnosis.

Initiative to develop expertise on new technologies beyond the provided classroom training.

Strong and lengthy experience in supporting complex, enterprise networking products and networking operating systems (preferably Windows Server but not limited to) for 5 years or more will be considered, even when the above qualifications may not all be present.

Programming and debugging skills are a plus but not required.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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