ROLE: SENIOR SUPPORT ENGINEER (EXCHANGE)
\nLOCATION: DUBAI & JOHANNESBURG<\/p>\n
Mission:<\/strong> <\/strong><\/p>\n Management Responsibilities:<\/strong> <\/strong><\/p>\n Reporting relationship:<\/strong> <\/strong><\/p>\n Experience\/Education requirements:<\/strong> Responsibilities:<\/strong> Person Function \/ Technical knowledge \/ Skills profile
\nSolve the customer\u2019s problem in the quickest way possible by putting them at the centre of everything we do.<\/p>\n
\nThis position does not have responsibility for managing\/supervising people<\/p>\n
\nThis position reports to SUPPORT Team Manager I, SUPPORT Team Manager II or SUPPORT Team Manager III<\/p>\n
\nDegree or adequate practical background (2 – 8 years)
\n2 to 4 years of confirmed experience as a Support Engineer\/Specialist in Microsoft System Center Server product(s) or 4 years of external experience
\nMicrosoft Professional certification (depends on product supported)<\/p>\n
\nCommunicate 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.
\nSolve 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)
\nHave 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.
\nDevelop own technical knowledge on products\/technologies related to the team scope.
\nWrite 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.
\nLead triage meetings with local SUPPORT engineers to share knowledge and efficiently develop customer solutions.
\nDevelop and deliver internal SUPPORT and customer technical trainings\/workshops in speciality areas.
\nPerform 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.
\nPreparation 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.
\nAssist with\/lead special projects as assigned (international Bus & Process Improvement). Assist in special projects in conjunction with other MS departments (MCS, Pre Sales \u2026).
\nManage hotsite issues by setting customer expectations, devising action plans and communicating to CTSC, TAM and customers.
\nUse sophisticated tools to analyze complex problems and develop solutions to meet customer needs. This may involve writing code for workarounds
\nAssist with selection and induction of a new team member.
\nRepresent Microsoft in any forum (i.e. seminars, technical or marketing, conferences event).
\nWork with local marketing people for product feedback, new product launches.
\nParticipate to the 24×7 rotation based on products\/technologies knowledge<\/p>\n
\nDeep knowledge of product(s) \/ technology (ies) being supported – Level 2
\nAbility to take leadership in one specific product feature. – Level 2
\nAbility to use source code where technologies require it – Level 2
\nCommunication skills in international environment – Level 3
\nKnowledge of English – Level 3
\nLevel definition:
\n1 – General familiarity\/skill
\n2 – Working knowledge\/skill
\n3 – Strong working knowledge\/skill
\n4 – Expert knowledge\/skill<\/p>\n