Aptly Technology - Support Engineer - IT Operations (3-5 yrs)

Support Engineers (SE)

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over

the phone and Web.

When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

Your Responsibilities

- 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. swarming)

- Identify cases that require escalation (either technically or strategically)

- Create and maintain incident management requests to product group or engineering group

- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

- Provide ramp activities, knowledge sharing, technical coaching and mentoring

- Drive technical collaboration and 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

Qualifications

Language Qualification

English Language: confident in reading, writing and speaking.

Required

- BA, BS degree or 2-3 of relevant experience in similar positions

- Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or IT consulting, customer or technical support or consulting or end-user support.

- Excellent customer service and support skills required, with 2-3 years of related experience

- Strong communication, customer empathy, problem solving, and technical writing skills

- Great interpersonal and communication skills (both oral and written) and success in partnering with groups inside and outside of Microsoft

- Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner

- Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines

- Fundamental awareness of Private, Hybrid and Public Cloud. Any Azure certification is a plus

- Solid understanding of standard computer science concepts, as well as knowledge of personal computer architecture and Operating systems, e.g., Windows and Linux

- Programming and debugging skills required, with additional knowledge of JSON, XML and CSV preferred

- Knowledge and understanding of TCP/IP protocols and OSI model, with experience in troubleshooting network environments and familiarity with packet sniffers, e.g., Wireshark or Network Monitor, is preferred

- DNS, TLS and DHCP knowledge is a plus, along with Firewall and Proxy basic knowledge

- Knowledge of Big Data concepts such as structured data vs unstructured data vs semi structured data

- Experience in Extract Transform Load (ETL) / Extract Load Transform (ELT) pipelines

- Expertise in Microsoft Azure Data Factory (ADF), Networking and SQL Server Integration Services (SSIS) preferred. Knowledge of Azure Purview is a plus

- This role might require covering weekend shifts based on the business need to ensure 24/7 support coverage (typically on a voluntary basis)

Mandatory things to look out for in any resume :

- Candidate should have Customer support experience.

- Basics of Azure (ETL, storage, VMs)

- Good Communication skills and should be able to phrase the answers correctly.

- Trainability of the candidate.

- At least know about Azure Data Factory and terminologies