Senior Service Engineer
hace 6 días
As a Senior Service Engineer in Microsoft Teams and Teams Rooms Managed Services, you will be a customer-facing technical leader with the opportunity to solve technically complex problems for some of the world's largest companies, expanding into small and medium businesses.
Additionally, as a trusted advisor on the team, you will have influence over a broad range of solutions that create business value for our customers.
Your technical and relationship skills are critical to the success of the customer's deployment.
Service Engineers use advanced troubleshooting methods and tools to solve technically complex problems.
These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines.
You also have the opportunity to assist in other engineers' growth through mentoring, training scenarios, and collaboration during problem-solving.
**Responsibilities**:
As a Senior Service Engineer, you will work with customers and internal team members to solve complex issues as well as develop new solutions to expand our service.
Additionally, you will be looking across our broad set of customers to look for trends and identify new risks for the service as a whole.
Tasks include customer cohort analysis and dimensional analysis to find problems across a worldwide population of devices.
We are the biggest operator in the world and use data to help our whole population by discovering problems early on before they are known in the industry
It's your chance to:
- Act as a technical focal point in cooperative relationships with other companies.
- Demonstrate strong interpersonal and communication skills while working with diverse audiences, including highly technical IT professionals, developers, architects, and executive management.
- Exhibit leadership through personal responsibility, accountability, and teamwork.
- Utilize PowerShell to build intelligent service operations solutions
- Use tools such as Power BI and Kusto to identify broad (and deep) trends and add into our (and the industry's) knowledgebase and service intelligence
- Manage crises that may involve technically challenging issues and diverse audiences.
- Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills.
**Qualifications**:
Required Qualifications:
- 5+ years experience in the design, planning, implementation, and management of IT solutions.
- 3+ years of experience implementing, troubleshooting, and administrating M365 suite, Microsoft Teams and Skype for Business
- Proficiency with PowerShell and building automation solutions
Preferred Qualifications:
- Bachelor's Degree or the equivalent industry experience and certifications.
- Previous experience deploying, administrating and/or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Skype for Business/Teams, Jabber, Exchange, Zoom, or Cisco WebEx is highly desired but not required.
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.
- Advanced skills in troubleshooting, organization, communication, and collaboration.
- Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols and technologies is ideal.
- Initiative to develop expertise on new technologies beyond the provided classroom training.
Solid understanding of client/server, networking, and Internet technologies fundamentals.
- Programming and debugging skills are a plus but not required.
- The ability to read and analyze network traces is ideal.
- Experience with Power BI and/or Kusto is a plus.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
These requirements include, but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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