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Support Escalation Engineer

Location Hyderabad, India
Posted 09-September-2021
Description
Responsibilities

Obsess about and know our customers and partners, responding to and resolving the most critical customer issues
Role Model the Customer eXperience Framework CARE behaviours
Seeks information about the underlying needs of customers, developing and communicating realistic outcomes
Conducts in-depth analysis of problems, including leading triage meetings
Allocates and aligns resources to optimize the customer experience; acts as a mentor and role-model
Demonstrates expertise in a specific solution, or several products, feature functions, or services
Takes ownership for product improvement in a focus area through strong working knowledge of pre-release products
Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise
Contributes to the creation of resources (tools, scripts, diagnostics, content) to improve troubleshooting


Qualifications

Required (Mandatory) Skills:

SIP & SFB roles

Understanding of VOIP . Dial-in conferencing

Excellent understanding of voice work in hybrid scenario & voice gateways/PBX (Understanding of voice codecs eg G.711, G.729)

Migration from on-prem to SFB Online or to Teams

Direct RoutingCCE

Normalization and EWS works

VoicemailAuto-Attendant - Call QueueConferencing

Tools - Fiddler / Netmon or Wireshark, Solid understanding of client/server, networking, and Internet technologies fundamentals

Exchange / SPO Integration with Teams



Desired (Good to have) to have Skills:

Guest Access and AAD sync from AD perspective

Teams Room System - IP phone devices

O365 Security & Compliances

Good with SIP, RTP, HTTP protocols.

Fair understanding of Lync/Skype for business server roles (Front end, Director, Mediation, Reverse Proxy..)

Understanding and troubleshooting knowledge on TCP/TLS protocols

Proven knowledge and experience with the deployment of supporting technologies Exchange, Active Directory, SQL


Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.


Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.


Benefits and Perks

Industry leading healthcare
Savings and investments
Giving programs
Educational resources
Maternity and paternity leave
Opportunities to network and connect
Discounts on products and services
Generous time away

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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