Technical Advisor

Job Description

Customer Experience & Success Do you want to empower every person and every organization on the planet to achieve more Do you want to work in an open and inclusive environment where diverse perspectives are celebrated If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.Our culture is built around attributes that drive our every decision and our every action: Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted. Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included. One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers. Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.Technical Advisors (TA) are responsible for the ramp up, readiness & future technical skill development of Microsoft Support Engineers to ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way. As a TA you may be focused either as an Engineer TA or a Service TA.An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution/Solution/etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.A Service TA is focused on the success of one or more services and of the overall pod/team. You will own service metrics such as Speed of Resolution/Solution/etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod/team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents.TA Responsibilities Provide technical coaching & mentoring for Engineers Provide skill-gap analysis, readiness plans and ramp activities Case management duties (incoming inspection/queue review, escalations, tech reviews/triage, wellness, reduced Time To. measures) Readiness content - identify need for and/or create content Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Contribute to Supportability activities Improve existing and develop new troubleshooting toolsOptional Responsibilities Technical interviews for new hires Assist / acting team manager/ POD lead Interface w/TAM to maintain good customer relations (Premier-focused LOBs) Process improvement feedback to appropriate DP and MSFT stakeholders PG Collaboration including triages Approval of escalations to product group (known as ICMs, Bugs or similar varies by SBU) Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific. Release management & deployment (ensure it happens, do not own directly) Trends/ forecast for LOB Responsible for oversight of Speak Up! items (Consumer)Optional Responsibilities for an Engineer TA Readiness content - identify need for and/or create content Assist/ acting team Manager/ POD lead Interface w/TAM to maintain good customer relations (Premier-focused LOBs) Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Influence behaviors to derive desired outcomes replacedProvide Metrics Oversight Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.Optional Responsibilities for a Service TA Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific. Trends/ forecast for business,Required Strong knowledge and understanding of TCP/IP protocols and OSI model Experience with Infrastructure / Network Administration Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor/Message Analyzer Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and/or Linux, Virtualization of SDN technologies Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2 Hands-on experience of Proxy and FirewallLanguage QualificationEnglish Language: fluent in reading, writing and speaking.Qualifications:TECHNICAL SKILLS Technical depth in Azure Networking and willing to learn new skills. Understanding of Windows Azure Platform or other cloud offerings. Proficiency in Operating Systems/Virtualization. Understanding of various cloud models and networking fundamentals.Knowledge of one of the following domains will be beneficial but not mandatory:Windows Azure Platform or other cloud offerings, Operating System/Virtualization, and Networking fundamentals.Knowledge of Windows Azure Platform services and offeringsKnowledge of cloud offerings like O365, SQL Always on, Exchange Online, Azure WebAppsUnderstanding of Identity solutions like ADFS, DirSync/AADSync and Single Sign-OnUnderstanding of different cloud models like IAAS, PAAS and SAASOperating System/VirtualizationFamiliarity with Active Directory, Security, OS Internals concepts Understanding of Virtualization concepts and virtual system administration Experience with Hyper-V configuration and administrationWindows NetworkingUnderstanding of networking concepts including IP Addressing, Subnetting, Routing, NAT, DNS, DHCP, ARP, VPN technologies Familiarity with networking tools (ping, tracert, tracemon, Netmon, wire shark, etc.) Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred Understanding of the OSI model and related conceptsCandidate must be a strong critical thinker, and enjoy solving very difficult problems Strong experience in Current Microsoft Server and Client and CLOUD platforms. Technical Advisors are frequently involved with the highest profile issues, and therefore must be able to handle both pressure and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment. Programming and debugging skills | Power Shell skills are preferable. Prior knowledge of Windows Server and other networking products (preferred but not essential) If you enjoy being the problem-solver in the spotlight of critical problems, then this position will excite and challenge youRoadmap for Internal Candidates:Objectives:Develop SEE level skills with Engineers systematically with curated contentCreates opportunity for mentorship and TA internship programsHelps in building strong technical ability for engineers aspiring for SEE rolesPrerequisites & Expectations:Anyone who has spent 1 year in the system handling Azure support incidentsThis gives enough time for engineers to understand technology, tools and platformMinimum of 2 L200 SME in any of the Azure SME verticalsMinimum of 1 L300 SME in any of the Azure SME verticalsDelivered atleast two SME brownbag sessions to the team on this SME areas and drive readiness for those technologiesPerform SME Reviews on a regular basis on his SME technologiesMentor other engineers who is preparing for L200/L300 SMEDemonstrated behaviorsAbility 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.

Keyskills :
load balancingcustomer servicesafetysalesproblem solvingosi modelos internalsactive directoryinspectionmechanicaltroubleshootingwindows serverip addressingservice deliverycoaching mentoring