Consultant will provide third level support for messaging and collaboration technologies (Exchange, OCS, LM, SharePoint). This work will include taking escalations from a Tier 1 and Tier2 teams and working with customers via email, phone, IM, Remote Assistance, etc. to resolve complex customer issues for both internal and external clients and customers. Consultant will work out of a ticketing queue with the internal and external customers.
The escalation engineer will deliver high-quality technical support and manage escalations through case ownership. Other responsibilities include providing technical guidance to less-experienced T1 and T2 team members and vendor support partner; and knowledge transfer throughout the Support organization where appropriate. Escalation Engineers are the escalation interface for the first two tiers of technical support. Escalation Engineers work with the Service Support Team, Hosted Services, and Development to resolve critical and complex customer issues.
• Investigate, diagnose, and reproduce complex client/server problems.
• Document technical break fix solutions using the existing content management processes
• Gather and do preliminary analyses of network protocol traces.
• Gather client platform, client application and data center logs.
• Manage customer expectations and thoroughly document cases.
• Collaborate on cross-team and cross product technical issues by working with resources from other groups as needed to resolve customer issues.
• Assist in driving beta and release process for new and existing services.
• Frequently, these problems will not only be technically complex, but will also be politically charged situations requiring the highest level of customer service skill.
Qualifications and skills Required:
• Minimal 5-7 years of experience in technical support
• Escalation Engineer must have superior problem solving and troubleshooting skills at the Tech Lead level.
• Strong understanding of enterprise network level infrastructure (firewalls, proxies, load balance; routing; VPN, etc)
• Deep detailed TCP/IP Protocols analysis required
• Debugging and source code analysis skills preferred
Expertise in one of the following areas with technical knowledge in all preferred:
• Exchange Server 2003- 2007 /Outlook
• SharePoint portal server 2003 and 2007
• OCS/Communicator
• A strong knowledge of Microsoft Windows client platforms required
- Location: Redmond
- Compensation: $27.00/hr
- This is a contract job.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.