Job Category: Customer Service & Support
Location: Las Colinas, TX, US
Job ID: 849416-121798
Division: Services & Support
Description
Support Engineer, SharePoint Server
The Support Engineer (SE) will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems in Microsoft SharePoint Server and associated Microsoft products, and manage relationships with those customers. The Support Engineer will apply deep knowledge of computer operating systems and network operating systems, languages, and development tools to investigate and resolve software problems by making use of trace analysis, source code, debugging, performance analysis, and other sophisticated troubleshooting tools to analyze problems and develop solutions to meet customer needs. Includes management of hot situations by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved
The technologies upon which SharePoint is created are constantly changing and becoming more complex. In order to meet these changes, our engineers need to learn the technical stack of technologies and be proficient at creative troubleshooting and problem solving. Additionally, the Support Engineer has the opportunity to collaboratively work with Escalation Services Engineers on a daily basis to provide technical reviews and action plans for customers, working to resolve the most complex technical challenges.
Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills.
Qualifications
Technical
Minimum of 2 years of experience in systems development, network operations, software support or I.T. consulting.
Previous industry experience with Microsoft Exchange Server products
Working knowledge of SharePoint and/or SQL Server
Solid understanding of client/server, networking, and Internet technologies fundamentals.
System Administration experience on one of the following Operating Systems: Windows Server 2008 or newer
Intermediate Network troubleshooting abilities: TCP/IP, DNS, HTTP, server ports, switches/routers, firewalls, Run and read a network stack traces
Working knowledge of one of the following Databases: MS SQL, Oracle
Working knowledge in one or more of following programming languages: .NET, Java, C, or C++
Working knowledge on Internet Information Services
Bachelor’s degree in Computer Science, or other IT-related area, Engineering, or Math, or equivalent years of experience in the IT field.
Non-Technical
Communication: Represent Microsoft and communicate with corporate customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products. Able to logically and accurately communicate troubleshooting and problem solving steps to various levels (Engineers to Business Owner and Executive). Lead and recovery situations where the customer has become frustrated.
Customer focus: Ability to put customer first and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions.
Case handling: Understand Service Level Agreements and manage tickets according to priority and schedule. Replicate customer issues and determine the root cause.
Collaboration: Communicates with individuals within and outside the team and listens carefully to how they perceive mutual issues or opportunities; identifies areas to partner on cross-group initiatives to achieve joint or complimentary goals; builds trust and respect with people inside and outside of his or her immediate team.
Influence for impact: Listens for the priorities and concerns of others, and acknowledges differing perspectives. Approaches communications with others in a respectful manner; adapts a presentation or discussion to appeal to the interest of others.
Adaptability: Actively seeks information and tests assumptions; shifts approach in response to the demands of a changing situation; embrace change; thrive in ambiguity.
Judgment: Scopes problems by identifying key issues, inputs, stakeholders, and outcomes; builds a base of knowledge to solve problems; makes important business decisions with confidence.
Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought; proactively crafts solutions that go beyond simple answers; creates leveraged resources and recognizes opportunities for new, automated solutions.
Learning: Demonstrate the ability and willingness to acquire in-depth working knowledge of Microsoft SharePoint Server and how it interacts with different software components.
Knowledge Sharing: Contribute to knowledge sharing by writing knowledgebase articles, white papers, diagnostic rules or best practices and provide training and mentoring.
On-call: Available to work critical cases on a 24x7 basis or through on-call.
Other Preferred Qualifications
Prior knowledge of SharePoint, Windows Operating Systems, Networking and Active Directory.
Basic-Intermediate debugging skills using GDB, WinDBG, Visual Studio, CDB or any of the other Microsoft debuggers
Experience developing and/or testing with C++, C#, VBScript and Java Script.
Knowledge on workflows and use of Infopath.
Understanding of Cloud Services and web applications delivered from the cloud.
Job Segments: Engineer, Consulting, Developer, Computer Science, Database, Engineering, Technolog
y
Location: Las Colinas, TX, US
Job ID: 849416-121798
Division: Services & Support
Description
Support Engineer, SharePoint Server
The Support Engineer (SE) will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems in Microsoft SharePoint Server and associated Microsoft products, and manage relationships with those customers. The Support Engineer will apply deep knowledge of computer operating systems and network operating systems, languages, and development tools to investigate and resolve software problems by making use of trace analysis, source code, debugging, performance analysis, and other sophisticated troubleshooting tools to analyze problems and develop solutions to meet customer needs. Includes management of hot situations by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved
The technologies upon which SharePoint is created are constantly changing and becoming more complex. In order to meet these changes, our engineers need to learn the technical stack of technologies and be proficient at creative troubleshooting and problem solving. Additionally, the Support Engineer has the opportunity to collaboratively work with Escalation Services Engineers on a daily basis to provide technical reviews and action plans for customers, working to resolve the most complex technical challenges.
Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills.
Qualifications
Technical
Minimum of 2 years of experience in systems development, network operations, software support or I.T. consulting.
Previous industry experience with Microsoft Exchange Server products
Working knowledge of SharePoint and/or SQL Server
Solid understanding of client/server, networking, and Internet technologies fundamentals.
System Administration experience on one of the following Operating Systems: Windows Server 2008 or newer
Intermediate Network troubleshooting abilities: TCP/IP, DNS, HTTP, server ports, switches/routers, firewalls, Run and read a network stack traces
Working knowledge of one of the following Databases: MS SQL, Oracle
Working knowledge in one or more of following programming languages: .NET, Java, C, or C++
Working knowledge on Internet Information Services
Bachelor’s degree in Computer Science, or other IT-related area, Engineering, or Math, or equivalent years of experience in the IT field.
Non-Technical
Communication: Represent Microsoft and communicate with corporate customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products. Able to logically and accurately communicate troubleshooting and problem solving steps to various levels (Engineers to Business Owner and Executive). Lead and recovery situations where the customer has become frustrated.
Customer focus: Ability to put customer first and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions.
Case handling: Understand Service Level Agreements and manage tickets according to priority and schedule. Replicate customer issues and determine the root cause.
Collaboration: Communicates with individuals within and outside the team and listens carefully to how they perceive mutual issues or opportunities; identifies areas to partner on cross-group initiatives to achieve joint or complimentary goals; builds trust and respect with people inside and outside of his or her immediate team.
Influence for impact: Listens for the priorities and concerns of others, and acknowledges differing perspectives. Approaches communications with others in a respectful manner; adapts a presentation or discussion to appeal to the interest of others.
Adaptability: Actively seeks information and tests assumptions; shifts approach in response to the demands of a changing situation; embrace change; thrive in ambiguity.
Judgment: Scopes problems by identifying key issues, inputs, stakeholders, and outcomes; builds a base of knowledge to solve problems; makes important business decisions with confidence.
Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought; proactively crafts solutions that go beyond simple answers; creates leveraged resources and recognizes opportunities for new, automated solutions.
Learning: Demonstrate the ability and willingness to acquire in-depth working knowledge of Microsoft SharePoint Server and how it interacts with different software components.
Knowledge Sharing: Contribute to knowledge sharing by writing knowledgebase articles, white papers, diagnostic rules or best practices and provide training and mentoring.
On-call: Available to work critical cases on a 24x7 basis or through on-call.
Other Preferred Qualifications
Prior knowledge of SharePoint, Windows Operating Systems, Networking and Active Directory.
Basic-Intermediate debugging skills using GDB, WinDBG, Visual Studio, CDB or any of the other Microsoft debuggers
Experience developing and/or testing with C++, C#, VBScript and Java Script.
Knowledge on workflows and use of Infopath.
Understanding of Cloud Services and web applications delivered from the cloud.
Job Segments: Engineer, Consulting, Developer, Computer Science, Database, Engineering, Technolog
y
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