Posted on :
29 Nov, 2013
29 Nov, 2013
ROLE: SENIOR SUPPORT ENGINEER (EXCHANGE)
LOCATION: DUBAI & JOHANNESBURG
Solve the customer’s problem in the quickest way possible by putting them at the centre of everything we do.
This position does not have responsibility for managing/supervising people
This position reports to SUPPORT Team Manager I, SUPPORT Team Manager II or SUPPORT Team Manager III
Degree or adequate practical background (2 – 8 years)
2 to 4 years of confirmed experience as a Support Engineer/Specialist in Microsoft System Center Server product(s) or 4 years of external experience
Microsoft Professional certification (depends on product supported)
Communicate with customers, SUPPORT engineers and appropriate subsidiary staff via electronic correspondence or telephone. Provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team.
Solve increasingly complex level of problems, involving broad, in-depth product knowledge or in-depth product speciality redirected by SUPPORT or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
Have a working knowledge of current EMEA SUPPORT, Global policies and processes involving Case handling and support boundaries. Take an active role in challenging and suggesting enhancements on existing processes and workflow.
Develop own technical knowledge on products/technologies related to the team scope.
Write and review technical articles, white papers or sample programs in order to distribute technical information to all Customers, SUPPORT engineering and subsidiary staff. Review articles and sample code written by team members.
Lead triage meetings with local SUPPORT engineers to share knowledge and efficiently develop customer solutions.
Develop and deliver internal SUPPORT and customer technical trainings/workshops in speciality areas.
Perform technical mentoring and assisting of SUPPORT engineers and TAM’s to ensure the quality of support given. Define training roadmaps for technical development of other engineers.
Preparation and Delivery of pro-active support services (Supportability Reviews, Consulting and Expert Roundtables). Act as a lead on those topics in supported technology and define scope of upcoming technologies.
Assist with/lead special projects as assigned (international Bus & Process Improvement). Assist in special projects in conjunction with other MS departments (MCS, Pre Sales …).
Manage hotsite issues by setting customer expectations, devising action plans and communicating to CTSC, TAM and customers.
Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs. This may involve writing code for workarounds
Assist with selection and induction of a new team member.
Represent Microsoft in any forum (i.e. seminars, technical or marketing, conferences event).
Work with local marketing people for product feedback, new product launches.
Participate to the 24×7 rotation based on products/technologies knowledge
Person Function / Technical knowledge / Skills profile
Deep knowledge of product(s) / technology (ies) being supported – Level 2
Ability to take leadership in one specific product feature. – Level 2
Ability to use source code where technologies require it – Level 2
Communication skills in international environment – Level 3
Knowledge of English – Level 3
1 – General familiarity/skill
2 – Working knowledge/skill
3 – Strong working knowledge/skill
4 – Expert knowledge/skill
WW support professionals
Position Competency Profile
1 – Action oriented – Level 3
2 – Composure – Level 2
9 – Self development – Level 3
15 – Problem solving – Level 3
16 – Customer focus – Level 2
18 – Building team spirit – Level 2
29 – Technical passion and drive – Level 3
Microsoft is an equal opportunity employer and supports workforce diversity.