Microsoft Corporation Skype for Business Support Engineer in San Jose, Costa Rica
Skype for Business Enterprise Support
Be on the forefront of Microsoft technologies by joining our Skype for Business Support team! We are a diverse team delivering industry leading services across the globe. We strive to be our customer and partners trusted advisor, by helping them through our expertise handling some of the largest, most complex IT solutions in the world. We are constantly exposed to innovative software, services and devices and are proud to shape the future technologies. We grow professionally through coaching from experienced mentors and through focused career development programs reaching into a wide range of opportunities
As a Support Engineer in the O365/Skype for Business team, you are part of a global team accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to resolution, you will own and manage cases involving Skype for Business, and MS Teams. This often involves collaborating with our Product Group and Partners, and includes integration into PBX systems, VoIP solutions, Microsoft Exchange Unified Messaging and video conferencing solutions.
Those who work in the Skype for Business organization are passionate about technology and helping others. They must be highly observant and skilled in detection to accurately resolve issues. This requires empathy, outstanding logic skills, the ability to think differently than the crowd, and a genuine desire to help people do their best. Successful candidates should also be able to manage a diverse number of work items from different customers and be able to prioritize and multitask effectively throughout the working day.
Product support offers many opportunities for specialization and advancement, and support engineers receive world-class training in order to stay up to date with emerging technologies. Team members have the freedom to pursue the types of products that interest them most or pursue training in new products at any time to expand their skills and advance their careers.
Represent Microsoft and 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.
Ø Are curious and passionate to solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty.
Ø Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues.
Ø Represent Microsoft professionally during occasional customer facing on-site engagements.
Ø Develop and deliver technical training to other engineers.
Ø Report software bugs and customer suggestions.
Ø Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.
Ø May act as technical focal point in cooperative relationships with other companies
We are looking for people who have:
Ø Strong knowledge and demonstrated technical expertise in Windows Networking, DNS and Active Directory.
Ø Solid understanding of client/server, networking, and Internet technologies fundamentals.
Ø Previous experience deploying, administrating and/or supporting an enterprise instant messaging, real time communications solution or enterprise messaging solution such as OCS/Lync, Jabber, Exchange, or Cisco WebEX..
Ø Alternatively, a candidate with in-depth hands on experience in the deployment and management of Skype for Business 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.
Ø 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.
Ø 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.
Ø Ability to handle high pressure situations, have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.
Ø BS/BA degree, MBA Preferred
We offer a new hire ramp-up program with a senior mentor assigned, a wide range of training and attainable Microsoft certifications in order to fulfill the aforementioned key responsibilities
One Microsoft, One Service
Microsoft Services, with over 32,000 employees worldwide, is dedicated to delivering on Microsoft’s mission to empower every person and every organizations on the planet to achieve more. We are the voice of support services, the trusted advisor of consulting services, and the source of the world’s best enterprise strategies. Simply put, Service helps customers and partners get the most out of their technology investments. For more information, visit www.microoft.com/services
Join us as a Support Engineer and be one who empowers our customers to do more with technology.