Support Escalation Engineer Skype For Business & Microsoft Teams at Microsoft

• Support Engineer for EMEA region supporting OCS/Lync/Skype for Business (Online & On-premises)/Teams technology for premier business.• Isolating problems, directly that effect customer system.• Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs.• Interface to the product group, provide customer feedback to the product group, regarding common problems.• Work together to provide solutions to the customer which may include hotfixes and changes to design of the product.• Provide training to colleagues and customers. • Provides excellent technical support experience to our Enterprise customers both on-premise and in the cloud.• Get a great opportunity to interact with beta versions, collaborate with product group teams and improve future versions of Microsoft products.• Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.• Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.• Act internally as a customer advocate.• Act as a technical focal point where needed with other 3rd party companies.• Empower customers to find information, self-solve when they decide to and learn more about Microsoft products, services, and support.• Advise customers on how to gain additional value from their Microsoft products.• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

• Install and configure operating systems and other software and routinely test installed software for glitch detection and other issues.• Provide technical direction to IT support staff.• Ensure constant availability of technical resources.• Design and implement security systems and redundant backups to maintain data safety.• Write custom scripts to reduce the need for human intervention.• Monitor existing systems to ensure structural integrity.• Oversee the development and installation of new hardware and software.• Work with a team to ensure projects are completed effectively and efficiently.• Evaluate systems and make recommendations for improvements and solutions.• Responsible of many service and projects like (DNS – LDAP – KVM – VMware VCenters – Hyper V – Skype For Business – VDI …etc).

•To support, monitor and maintain TE Data’s solution and scheduled jobs. •To recommend continuous improvements of TE Data solutions. •To provide second-line support for issues raised by other TE Data teams (Call Center, Enterprise, NOC). •To respond quickly and effectively to meet customers’ needs. •To treat customers with courtesy, respect, and concern. •To provide notifications, escalations, status updates, and problem reporting as required. •To provide customer support via telephone and e-mail. •To monitor and ensure optimal performance of data center facility. •To install, configure, and administer various systems. •To use strong troubleshooting skills in isolating and solving problems.

•To validate all steps taking by 1st level and Xceed team.•To report with any violation occurred from for any technical departments.•To report to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users.•To provide training to 1st level & 2nd new comers.•Responsible for all OTS mails [outage taking system mails] sent by NOC team.•To be responsible for add & editing on main tools viewed by all technical support representatives•To suspect global problems from tickets & escalate them to responsible team with full details.•To establishing and maintain rapport with customers.•To use questioning techniques to guide call.•To obtain information from customers in order required.•To diffuse volatile situations.•To manage call flow in conjunction with navigating screens.•To deliver messages effectively.•To recognize challenges due to diversity, e.g. language barriers.•To give full attention to customer.•To make outbound calls for all customer complaints [Tickets] sent form 1st level support team before escalating cases to the responsible team and make another follow-up call after the responsible team update case.•To confirm understanding by paraphrasing, repeating or re-framing what has been said.•To keep message clear and concise.•To adjust voice and style to engage a customer, e.g., pronunciation, rate, tone and word choice.•To ensure reports are accurate and sufficiently detailed, e.g., document content of call.•To use appropriate writing style for purpose and audience.

•Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.•Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.•Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.•Identify and escalate priority issues per Client specifications.•Redirect problems to appropriate resource.•Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.•Organize ideas and communicate oral messages appropriate to listeners and situations.•Follow up and make scheduled call backs to customers where necessary.•Stay current with system information, changes and updates.

•Establishing the networking environment by designing system configuration, directing system installation, defining, documenting and enforcing system standards.•The design and implementation of new solutions and improving resilience of the current environment.•Maximizing network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.•Undertaking data network fault investigations in local and wide area environments, using information from multiple sources.•Securing network systems by establishing and enforcing policies, and defining and monitoring access.•Remote troubleshooting and fault finding if issues occur upon initial installation.•Remote support of on-site engineers and end users/customers during installation.Capacity management and audit of IP addressing and hosted devices within data centers.