Microsoft Support Specialist, Sharepoint

Microsoft SharePoint, Microsoft Windows Server, IIS, SQL, Technical Support, Level 3 Support, Exchange SME, Support Consultant, Customer Support, Performance Monitor, Netmon, MCSE, MCSD, MCP

Our client, the global leader for operating systems and key software solutions for desktops, Servers and the cloud, requires experienced and talented Support Consultants to resolve the most difficult and complex incidents encountered by its customers in Europe.

The successful candidate will work within a team of support engineers focused on resolving our client's Premier and Partner customers' technical issues, particularly in regard to SharePoint. This requires:

- Scoping the customer's expectations and collaborating with others to meet those expectations in the shortest possible time.
- Providing customers with reliable technical solutions and a consistently exceptional service experience.
- Reactive remote support, working with and collaborating with colleagues in the UK, India, EMEA & US.

The Support Escalation Engineer (SEE) will be considered an expert in SharePoint. The SEE will be able to work on the most difficult, escalated cases and provide guidance as subject matter expert across the organization. The SEE will be engaged on Critical Situations at frontline level and will provide 24x7 deep technical troubleshooting skills resources.

The right candidate will have a passion for technology, helping internal and external customers as an escalation resource and technical expert. SEEs will interface with various levels of management both within Microsoft and with their Enterprise customers.

KEY ACCOUNTABILITIES

SOLUTIONS FOR TECHNICALLY COMPLEX OR POLITICALLY HOT CUSTOMER ISSUES

- Use trace analysis, and other sophisticated tools to analyze problems and develop solutions to meet customer need
- Communicate issue status to customers via telephone, written correspondence, or electronic service in a timely fashion
- Provide written documentation for all new issue types in a timely fashion

SUPPORT OF CRITICAL SITUATIONS

- Drive successful Critical Situation issues from a technical perspective
- Assist in providing status updates at all levels of customer management
- Collaborate with Onsite Engineers, Engineers at other locations and other Microsoft groups such as Premier and Field Engineers to provide solution
- Be prepared to provide ROSS onsite support regarding mission critical problems experienced with the supported technology within your team.

SUPPORT ENGINEERING COLLABORATION

- Receive escalated issues or collaborate on issues until completely resolved
- Mentor and develop Support Engineering staff

PRODUCT GROUP COLLABORATION

- Engage Product Group when technical knowledge does not exist in support organization using the RFC process

KNOWLEDGE, SKILLS AND EXPERIENCE

- Excellent written and spoken English
- Technical support experience (on site and telephone)
- Deep knowledge of SharePoint and related Microsoft technologies
- Good communication skills in international environment
- Mature technical skills and proven support experience

DESIRABLE SKILLS

- MCSE/MCSD/MCPs, Computer Science Degree, vendor qualifications or other advanced professional qualifications