Qualifications:
Required:
− Minimum of 6 years of experience in systems development, network operations, software support or I.T. consulting.
− Solid understanding of client/server, networking, and Internet technologies fundamentals.
− Previous experience deploying, administrating and/or supporting an enterprise instant messaging, real time communications solution or enterprise messaging solution such as OCS/Lync/SFB, Jabber, Exchange, or Cisco WebEX.
− Alternatively, a candidate with in-depth hands on experience in the deployment and management of Lync or OCS into an existing PBX/iPBX/VoIP environment or the deployment and management of a non-Microsoft VoIP solution such as Cisco Call Manager, Siemens OpenScape, and IBM Sametime will be considered.
− Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP and Unified Communications.
− Strong Network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP, VLANs, and WAN protocols and technologies.
− Initiative to develop expertise on new technologies beyond the provided classroom training.
− Candidates with strong and lengthy experience in supporting complex, enterprise networking products and networking operating systems (preferably Windows Server but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present.
− Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.
− Full Microsoft certifications for the products we support is required within one year of employment.
Recommended:
− Strong knowledge of VoIP, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP trunks, all-in-one voice and video web conferencing, network monitoring, and diagnosis is preferred.
− The ideal candidate will have a four year degree in C.S. or E.E. and a minimum of three years product support experience or the equivalent in work experience.
− Prior knowledge of the products to be supported, and other networking products and/or networking operating systems, is highly recommended.
− Programming and debugging skills are a plus but not required. The ability to read and analyze network traces is ideal.
Responsibilities:
Communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer focus skills.
· Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
· Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty.
· Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues.
· Represent Microsoft professionally during occasional customer facing on-site engagements.
· Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Support Engineers.
· Develop and deliver technical training to other engineers.
· Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
· Report software bugs and customer suggestions.
· Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.
· Assist with selection of new team members.
· May act as technical focal point in cooperative relationships with other companies.
For details, kindly write to g.paul1979@gmail.com or call 9810659881 for quick response.
