Technical Advisor at Microsoft

Expires in 12 days

Technical Advisor

Bangalore, Karnataka, India
  • Bangalore, Karnataka, India

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  • Job number 931979
  • Date posted Nov 24, 2020
  • Travel 0-25 %
  • Profession Services
  • Role type Individual Contributor
  • Employment type Full-Time

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.

Responsibilities

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 tools

Optional 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 replaced Provide 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

Qualifications

Required
  • System Administration/Configuration of Windows and Linux Operating systems
  • Windows and Linux Event Logs/Syslogs
  • Windows and Linux Performance analysis using built in performance counters
  • Windows and Linux Patch and Security Update Management
  • Network connectivity for both private and public networks
  • Conceptual knowledge of Windows Active Directory, Security, and Access Control
  • Automating Operating System tasks through the use of Powershell, Python, or similar scripting language

Experience in one or more of these areas desirable
  • Web app development in C# or Java programming
  • ASP.NET/MVC application development or support
  • Understanding of Databases and how to retrieve data via query language
  • Containers solutions such as Docker or Kubernetes
  • Cloud computing in general (Azure, Amazon Web Services, Google Cloud Platform)

Language Qualification
English Language: fluent in reading, writing and speaking.
Ability 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.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Benefits and Perks


  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away

Resources


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