Greetings from Microsoft !!
Position: Support Engineer / Support Escalation Engineer
Skill : Azure Information Protection / DLP & AD RMS
Job Location: Hyderabad, India
Job Employment: Permanent/Full Time/FTE
Shift Timings: General / Afternoon
Your Profile and The Position
As a security support engineer, you will be an elite member of a customer facing security support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security products. You have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more.
You have a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, and having fun. You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution. You obsess over small details to make sure that each customer interaction not only drives issues to resolution, but also ensures that customers are effectively using Microsoft technologies to further the success of their business.
In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effective solutions, and approach every situation with empathy, care, and a focus on providing an amazing experience. When you don't know the answer, you "swarm" with other engineers at Microsoft to come up with a solution quickly, and you aren't afraid to ask questions and learn new things daily. You don't let anything block you in the pursuit of a world class customer service experience for our customers.
This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.
Scope and resolve complex issues with onboarding, deployment and configuration of products
Advise and educate customers on the features and capabilities of our products
Interpret and analyze log data to troubleshoot issues
Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively
Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
Perform activities necessary to quickly mitigate outages and service interruptions in the customer's environment by recommending and implementing workarounds
Maintain current knowledge and understanding of product roadmaps and emerging technologies
Investigate and communicate incident root cause to customers.Participate in an on-call rotation when required
Minimum 3-4+ years experience in Window and Network Security Engineering or consulting, and/or Systems Administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
Minimum 3+ years end customer facing support experience
Minimum 3+ years of Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration
Minimum 1-2+ years of cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
Demonstrated experience learning new technologies
Strong collaborative skills and extensive cross-group coordination skills
Proven customer service skills supporting external and/or internal customers in an enterprise environment
Great phone presence and documentation abilities. Excellent executive communication and crisis management skills
Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides
Previous experience working in a large, complex, highly matrixed global organization preferred
Ability to work in a high pace environment with many competing priorities and randomization
Salary: Not Disclosed by Recruiter
Employment Type:Full Time, Permanent
Desired Candidate Profile
Microsoft India (R and D) Pvt Ltd
Contact Company:Microsoft India (R and D) Pvt Ltd