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Jobs (Current Openings)

Support Escalation Engineer - SharePoint Online (Office 365- Broad Commercial)

Experience :- 3+ Years

Vacancy :- 4

Location :- Bangalore India

Salary :- Negotiable

Job Type :- Onsite

• Work Location: Bangalore


• Work from Office: Office North American hours(Includes weekend support)


+ CPE & Collaboration. 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.

+ Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.

+ Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.

+ Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.

+ Use advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs; may involve writing code/scripts.

Individual and Team Readiness:

+ Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.

+ Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.

+ Write complex technical articles and sample programs for knowledge base.

+ Partner with Managers on succession planning for Technical Leads for the business on a need basis.

+ Knowledge Sharing Contribution. Conduct regular technical triages and case reviews.

+ Consult, collaborate and take escalations when necessary.

+ Lead cross-technology virtual efforts with the product team to assess future needs.

+ Drive the development and management of content for the team.

+ Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Effective Communication:

+ Manage customer escalations and recognize when to solicit additional help.

+ Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.

+ Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.

+ Utilize effective verbal/written skills to communicate with customers and peers.

+ Makes effective technical presentations

Qualifications, Abilities and Experience:

Must have good technical knowledge on different versions of SharePoint (2007/2010/2013 and SharePoint Online)

+ Operating Systems Concepts - Active Directory, Security, Performance

+ Networking concepts - DNS, protocols, Devices

+ IIS Concepts - Configuration, Architecture, SSL and Kerberos

+ Windows Architecture - Exception Handling, Memory Management concepts

+ .NET basic concepts, Web architecture

+ Tools - Netmon, Perfmon, SQL Profiler

+ Advanced troubleshooting skills

+ Basic SQL Server Administration concepts

+ Should be passionate to work on cloud technologies and collaborate with teams across the business to drive seamless experience to the customers.

+ Hands on experience on SharePoint On Premise to Online migration

+ Working experience on Azure AD. Setting up Azure AD Sync, multi factor authentication, Access Control Service.

+ Experience in using various Office 365/SharePoint Online command lets

+ Hands on experience in writing complex SharePoint Server Object Model, CSOM scripting (PowerShell/JScript/JQuery) and REST API.

+ Solid understanding of various identity providers such as ADFS/PING SSO/Site Minder etc., and configuring using custom claim rules for Office 365.

+ Adding vanity domains to Office 365 and managing identities across the tenant.

+ External Sharing in SharePoint online, my site management, Search related issues.

+ Hands on experience on using OneDrive for Business and troubleshooting sync issues.

+ Hands on experience on SharePoint Hybrid (Search/BCS/OneDrive for Business (my sites))

+ Configuring Apps for SharePoint and office. Should have knowledge to write a simple app and publish to SharePoint store.

+ Understand the social features in SharePoint such as Yammer, newsfeed etc.,

+ Should have been in the system for at least 18 months.

+ Up to date MCSE certification desirable. SharePoint and Office365 certificates are highly considerable.

+ Prior experience on Azure, InfoPath, SharePoint Designer, Scripting and SharePoint development is added advantage.

Desired background in Technical Training. Education bachelor’s degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field

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