Microsoft Looking for Technical Support Advisory at Hyderabad, Telangana, India Full Time

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Readiness Development

• Monitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners. Works with readiness and training teams to optimize the curriculum, reducing the delivery time requirement, and to enhance the material. Performs technical mentoring of others to share technical expertise. Contributes to the success of the team by providing mentoring, coaching, and role readiness training.

Case Management (Delivery Excellence)

• Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes; ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners.

Managing Collaboration Activities

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.

Supportability Activities

• Drives implementation of improvement initiatives from the Delivery Excellence team. Ensures that engineers are following supportability processes/ refining processes to enable engineers to identify and report supportability ideas/issues to product group. Drives improvements on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection. Identifies patterns of specific bugs in products and ensures they are handled with the relevant product group team.

Process Improvement

• Helps drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes. Serves as an early warning system, notifies appropriate impacted audiences, and makes recommendations on how to fix it. Improves existing troubleshooting workflows and develops new troubleshooting tools. Generates process improvement ideas by analyzing trends (e.g., case types, volumes).

Qualifications

• Basic understanding of O365 concepts and SaaS concepts a must.
• Deep understanding and hands-on experience on OneDrive Sync, new NGSC sync flow and troubleshooting.
• Must have good technical knowledge on different versions of SharePoint Onpremise and SharePoint Online.
• Operating Systems Concepts both Windows and MAC (a basic installation roubleshooting knowledge is a plus).
• Hands on experience and conceptual through understanding of Active Directory, Security, Performance.
• Networking concepts – DNS, protocols, Devices, Active directory federation and Single Sign On concepts.
• Basic understanding of IIS, HTTP Requests. Analysis of HTTP requests at intermediate level is preferable.
• Office Installation basics and Office architecture (c2r) understanding is a plus.
• Advanced troubleshooting skills using the tools Netmon, Perfmon, Fiddler traces, Offcat diagnostics.
• Should be passionate to work on cloud technologies and collaborate with teams across the business to drive seamless experience to the customers.
• Experience in using various Office 365/SharePoint Online command is a plus.
• Must know the concepts of Sharepoint Mysite concepts (Social/user profile).
• Understand the social features in SharePoint such as Yammer, Delve etc.,
• SharePoint and Office365 certificates are highly considerable.
• Prior experience on Azure, Sharepoint Onpremise and Sharepoint online or Office C2R understanding is an added advantage

Required/Minimum Qualifications

• Bachelor’s degree in information technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience.
• 3+ years prior product, customer support and/or technical support experience.
• Language Qualification: English Language: fluent in reading, writing, and speaking.
• Bachelor’s degree in information technology (IT), Computer Science, or Equivalent AND 5+ years technical troubleshooting experience of Share point and OneDrive.
• 5+ years prior product, customer support and/or technical support experience such as a technical lead, technical supervisor for SharePoint and OneDrive.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.