Technical Support Advisory IC3 Job in Bengaluru at Microsoft

Microsoft is hiring for the position of Technical Support Advisory IC3!

Responsibilities of the Candidate:

• Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. 
• Perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. 
• Mentor engineers to be more effective collaborators 
• Contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection. 
• Collaborate with stakeholder teams providing product and process feedback.
• Establish and maintain a strong technical relationship with the Supplier and internal frontline and escalations teams.
• Work directly with TLs and SEs at the Supplier/CSS to foster collaboration, open communication channels, and identify technical needs. Actively collaborate with Suppliers/CSS teams to provide product feedback to the Product Group.
• Review cases regularly providing guidance to expedite resolution and increase Customer Partner Experience.
• Work with Supplier Support Engineering teams to monitor case wellness and provide feedback to management regarding technical ability, competency, and process adherence.
• Ensure recovery and follow up with Customers and Partners in appropriate situations.
• Initiate escalation to internal channels based on customer need, case progress/wellness, or technical resource requirements.
• Manage the transfer of sensitive cases from Supplier sites to internal resources when needed; monitor Microsoft aliases for response to customer and Partner queries and for appropriate use of the aliases by Supplier personnel. 
• Travel for periodic Supplier visits; when on-site, training and mentoring will be required for the Supplier Support Engineering teams.

Requirements:

• Good understanding of voice gateways/PBX.
• Understanding of voice codecs eg G.711, G.729.
• Good with SIP, RTP, and HTTP protocols.
• Fair understanding of Lync/Skype for business server roles (Front end, Director, Mediation, Reverse Proxy.).
• Understanding and troubleshooting knowledge on TCP/TLS protocols.
• Proven knowledge and experience with the deployment of supporting technologies Exchange, Active Directory, SQL.
• Initiative to develop expertise on new technologies beyond the provided training.
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• Working experience in SfB Online and/or SfB on-prem/Lync.
• Experience in debugging/reading network captures/log/trace analysis and tools used.
• Coordination with product group and good at technical delivery.