Description
Microsoft Exchange Server, Microsoft Windows Server, IIS, Technical Support, Level 3 Support, Exchange SME, Support Consultant, Customer Support, Performance Monitor, Netmon, MCSE, MCSD, MCP
Our client, the global leader for operating systems and key software solutions for desktops, Servers and the cloud, requires experienced and talented Support Consultants to resolve the most difficult and complex incidents encountered by its customers in Europe.
The successful candidate will work within a team of support engineers focused on resolving our client's Premier and Partner customers' technical issues.
This requires:
- Scoping the customer's expectations and collaborating with others to meet those expectations in the shortest possible time.
- Providing customers with reliable technical solutions and a consistently exceptional service experience.
- Reactive remote support, working with and collaborating with colleagues in the UK, India, EMEA & US.
The successful candidate will join the UK Messaging Escalation Support team, working closely with Engineering Services teams and global escalation teams supporting Microsoft's Global English customers.
Key Accountabilities
- Communicate with customers, GTSC engineers and appropriate subsidiary staff via electronic correspondence or telephone. Assist with onsite support regarding mission critical problems experienced with the supported technology within your team.
- Solve complex level of problems, involving broad product knowledge or product speciality redirected by GTSC or escalated by subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
- Have a working knowledge of incident based calls tracking tool, ie Remedy, Quest, Clarify or MSSOLVE
- Handle incoming escalated incidents varying between low and high call volume.
- Support Microsoft's cloud based customers (Office365, BPOS,
- Be reactive to higher priority severity incidents initiated by our customers.
- Write technical documents in order to distribute technical information to all Customers.
- Attend and own triage meetings with local and remote GTSC engineers to share knowledge and efficiently develop customer solutions.
- Perform technical mentoring and assisting of GTSC engineers and TAM's to ensure the quality of service.
- Assist in hot-site issues by setting customer expectations, devising action plans and communicating to Technical Account Managers, Partners and customers.
- Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs.
- Assist in representing Microsoft in the support community
- Active in driving Market Share
Knowledge, Skills and Experience
- Excellent written and spoken English
- Technical support experience (on site and telephone)
- Deep knowledge of product(s)/technologies being supported with proven track record
- Ability to take leadership in one specific product.
- Good communication skills in international environment
- Mature technical skills and proven support experience
Technical/Functional Skills
- Strong knowledge of Exchange Sever and a background of working with 2000 or 2003 and related technologies eg Windows Server 2008 & 2003, IIS6 and IIS7.
- Experience of supporting complex Exchange deployments and dealing with critical situations.
- Knowledge of troubleshooting and analysis tools, eg Performance Monitor, Netmon and other Exchange related tools.
- Have an understanding of Microsoft's cloud offerings such as BPOS, and Office365
Desirable Skills
- A good working knowledge of Exchange 2010 and integration of Exchange with 3rd party applications such as BlackBerry
- MCSE/MCSD/MCPs, Computer Science Degree, vendor qualifications or other advanced professional qualifications