• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Language Qualification
English Language: fluent in reading, writing and speaking.

Required

* Experience in working on Microsoft Exchange Server 2013/2016/2019

* Experience in working on Microsoft Exchange Server 2013/2016/2019 Hybrid Environment Setup with Exchange Online.

* Command over client server integration , server administration and mail flow concepts.

* Networking (DNS/Routing/Netmon ), AD Concepts 2012 and above, Federation * Good to have experience in working on O365 and knowledge of Windows Azure ADconnect.

* Prior customer support experience

* Experience in creating technical documentation and sharing knowledge with others through training delivery and/or mentoring. 

* Must have excellent written and verbal communication skills.

* Must have excellent customer handling skills

* Up to date MCSE certification desirable

* Must have enthusiasm for learning

* Passionate about cloud technology