Support Engineer - Networking

The Role

A Support Professional is responsible for providing quality support for Microsoft Windows Server with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to the customers.

Responsibilities

• Communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in products.
• Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line.  Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Consistently share best practices with team members.  Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver “in depth” technical training to other engineers.
• Write complex technical articles and sample programs for knowledge base.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

 

Candidates Profile

Networking

·         Strong Experience in Network Operations.

·         Strong Experience in DNS, DHCP, WINS, TCP/IP, Routing, NLB, SubNeting, Wireless etc.

·         MCSE – Windows 2000 and above

·         3+ years of experience in administering Microsoft® Windows 2000 Server and Windows 2003 Servers.

·         Good English Communication Skills - Spoken and Written (including technical writing)

·         Logical Trouble Shooting and problem solving skills

·         Excellent customer Service skills and effective learning skills