Job
Description
Able to develop strong customer relationships and be considered a trusted advisor who understands the business objectives.
Able to analyze Mission Critical solutions and provide assistance with planning and developing a proactive delivery plan to meet required outcomes.
Communicate with Microsoft Mission Critical customers (verbal, written and face to face correspondence) regarding technically complex issues about Microsoft software products and manage relationships with those customers.
Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
Use trace analysis, source code, and other sophisticated tools to analyse problems and develop solutions to meet customer needs; may involve writing sample code.
Demonstrated leadership skills and strong communication and interpersonal skills.
Collaborate with other technical teams at Microsoft to deliver solutions to customer requirements and issues.
Work directly with the product group development teams to obtain product design information or isolate both bug and non-bug related issues.
Create technical content including Knowledge Base articles, whitepapers, training documents, etc. as a subject matter expert in your technology.
Available to participate in an on-call roster.
Available to travel.
Key Success Criteria
Ability to delight customers through a natural curiosity to understand business objectives and contribute to solid delivery plans.
Ability to translate Microsoft solutions to customer value.
Excellent team player.
Strong ownership of customer issues with a focus on timely resolution.
Ability to take responsibility and react effectively.
Qualifications
1. Essential Rquirements
Experience in solutions like Exchange online/Exchange on-premises and Office 365 (different O365 workloads and features).
Ability to take leadership and drive M365- EXO, Exchange on-premises and M365 Security and compliance related topics.
Good communication skills in international environment.
Mature technical skills and proven support experience.
Willingness to undertake planned travel.
2. Technical/Functional Skills
The role requires strong in-depth knowledge in several areas related to M365.
Proven troubleshooting skills and experience on following technologies: -
1. Large scale Exchange Server, Exchange Online and Hybrid deployments.
2. M365 Security and compliance related technologies (eDiscovery, DLP, ATP, OCAS, etc.)
3. Good knowledge in as many of the following areas: DNS, Active Directory Services, Active Directory Certificate Services, Active Directory Federation Services, Load Balancing, Reverse Proxy, Azure AD auth mechanisms.
4. Knowledge and understanding of protocols like TCP/IP, SMB, HTTP, SMTP, ActiveSync including use of troubleshooting tools.
5. Scripting languages like PowerShell is a plus (Administrative Tasks)
6. Troubleshooting at the expert level within large environments.
7. Strong Networking skills including analysis using tools like Netmon.
Candidates with knowledge on other M365 technologies like SPO, Teams etc. will have an added advantage.
3. Personal Attributes/Interpersonal Skills
Business Acumen
Initiative - Able to see beyond immediate business problems
Enjoy interacting and working with customers
Inquisitive, strong questioning (probing) and listening skills
Relationship building
Clear communication
Presentation skills
Facilitation / Teaching / Coaching skills
Problem solving skills at a business level
Technical leadership
Flexibility
Willingness and ability to travel
Preferred
MCSE/MCSD/MCPD, computer science degree, vendor qualifications or other advanced professional qualifications
ITIL Certification