Job Description :
Troubleshooting OCS/Lync/Skype for Business
Support Engineer – Skype for Business
Location: Las Colinas - TX or Issaquah – WA
The Support Engineer is a technical leader who will have the opportunity to solve technically complex problems for some of 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 will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution.
At Microsoft, we share knowledge, experiences, and resources to help each other achieve our career goals and grow both professionally and personally. As a member of our team, you will grow professionally through coaching with experienced mentors and over time, you will become a mentor yourself. Mentoring allows you to learn from the experiences of professionals within and outside of your own area of expertise, and to build a network to help find opportunities that can promote your development.
Key Responsibilities:
As a Support Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems in Microsoft software products, and manage relationships with those customers.
It’s your chance to:
- Demonstrate strong 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.
- 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.
- 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.
- Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills.
Skills and qualifications:
- Bachelor’s Degree in Computer Science, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications.
- Candidates should have five years or more experience in the design, planning, implementation and management of IT solutions.
- Previous experience deploying, administrating and/or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business, Jabber, Exchange, or Cisco WebEX is highly desired but not required.
- Alternatively, candidates will be considered who have proven knowledge and experience with the deployment of supporting technologies, such as: networking, Directory Services, SQL, and/or Exchange.
- Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP and Unified Communications.
- Advanced skills in troubleshooting, organization, communication, and collaboration.
- Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols and technologies is ideal.
- Initiative to develop expertise on new technologies beyond the provided classroom training.
- Candidates with strong and lengthy experience in supporting complex, enterprise solutions and networking operating systems (preferably Windows Server, but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present.
- Solid understanding of client/server, networking, and Internet technologies fundamentals.
- Desired 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.
- Programming and debugging skills are a plus but not required. The ability to read and analyze network traces is ideal.