Support Escalation Engineer Resume Samples
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Support Escalation Engineer Resume Samples
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WM
W McClure
Weldon
McClure
615 Spencer Mission
Houston
TX
+1 (555) 516 2852
615 Spencer Mission
Houston
TX
Phone
p
+1 (555) 516 2852
Experience
Experience
Dallas, TX
Support Escalation Engineer
Dallas, TX
Satterfield Group
Dallas, TX
Support Escalation Engineer
- This job is eligible for the following work arrangements: Compressed Work Week, Flex Time, and Telework / Some Work from Home
- Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs
- Initiative to develop expertise on new technologies beyond the provided classroom training
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
- Work with a broad range of customers from small development shops and independent software vendors (ISVs) to Fortune 500 companies
- Document work completed and time spent on customer issues. Create advanced technical content including Microsoft Knowledge Base articles, samples and training
- Work in an international environment and collaborate with your team to provide high-level support
Houston, TX
Support Escalation Engineer Sccm
Houston, TX
Blanda, Raynor and Yost
Houston, TX
Support Escalation Engineer Sccm
- Represent Microsoft and communicate with customers regarding technically complex escalated problems identified in Microsoft’s System Center products, and manage relationships with those customers. Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer focus. Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
- Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
- Makes effective technical presentations
- Manage customer escalations and recognize when to solicit additional help.
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Consult, collaborate and take escalations when necessary.
present
Detroit, MI
Product Support\ Escalation Engineer
Detroit, MI
Olson, Gutmann and Breitenberg
present
Detroit, MI
Product Support\ Escalation Engineer
present
- Assists sustaining engineering, quality and support personnel in determining cause of failures, and monitors for failure trends
- Identifies and supports all opportunities to improve organizational execution, processes, and effectiveness
- Represents the Voice of the Customer User (VOC-U) in both reactive and proactive work
- Utilizes root cause analysis to drive technical issue resolution
- Communicates with regional Technical Support teams, Engineering teams, technology partners, and/or customers regarding product issues and resolution of those issues
- Documents resolution strategies and results accurately within issue tracking tools
- Good spoken English
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Loyola University Chicago
Bachelor’s Degree in Computer Science
Skills
Skills
- Strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity
- Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
- Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty
- Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
- Strong ability to interact and communicate with groups outside the support engineers’ immediate workgroup
- Ability to deal with Ambiguity & to change directions quickly
- Strong communications skills - Excellent spoken and written English communication skills
- Strong communications skills – Excellent spoken and written English communication skills
- Deep knowledge of and experience with programming in C#/XAML, JSCript/HTML5, or both Background in / working knowledge of Azure services
6 Support Escalation Engineer resume templates
Read our complete resume writing guides
1
Product Support\ Escalation Engineer Resume Examples & Samples
- Represents the Voice of the Customer User (VOC-U) in both reactive and proactive work
- Communicates with regional Technical Support teams, Engineering teams, technology partners, and/or customers regarding product issues and resolution of those issues
- Utilizes root cause analysis to drive technical issue resolution
- Documents resolution strategies and results accurately within issue tracking tools
- Assists sustaining engineering, quality and support personnel in determining cause of failures, and monitors for failure trends
- Drives results through the appropriate Dell teams to prevent future occurrences
- Escalates engineering issues to appropriate development teams and/or technology partners in a timely manner
- Makes high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process
- Identifies and supports all opportunities to improve organizational execution, processes, and effectiveness
2
Support Escalation Engineer Sccm Resume Examples & Samples
- Represent Microsoft and communicate with customers regarding technically complex escalated problems identified in Microsoft’s System Center products, and manage relationships with those customers. *Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer focus. *Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
- Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty.
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
- Individual and Team Training
- Maintaining high Customer Satisfaction levels.
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
- Write complex technical articles and sample programs for our customers and engineers.
- Partner with Managers on succession planning for Technical Leads for the business on a need basis.
- Conduct regular technical triages and case reviews.
- Consult, collaborate and take escalations when necessary.
- Lead cross-technology virtual efforts with the product team to assess future needs.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
- Manage customer escalations and recognize when to solicit additional help.
- Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need
- Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
- Makes effective technical presentations
- Engage Product Group when technical knowledge does not exist in the support organization
- Experience in implementing/supporting at least one of the following System Center products
- Configuration Manager 2012 R2
- Configuration Manager 2007 SMS
- Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment
3
Support Escalation Engineer Developer Tools Resume Examples & Samples
- Very strong customer focus
- Passion for Technology
- Excellent collaboration and team work
- The ability to work with remote colleagues and customers
- Experience working in a technical support role
- Experience in software development
4
Support Escalation Engineer Resume Examples & Samples
- Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, IaaS, SQL Azure, AppFabric, etc.) and scenarios supporting the service such as service availability, Connectivity, quality, outage management, degradation of performance, correlation of usage and charges, and cost efficient solution architecture
- Provide critical product feedback to multiple C&E PGs (engineering and operations) and BGs
- Lead the integration of C&E talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Support ecosystem
5
Support Escalation Engineer Azure Technical Support H Resume Examples & Samples
- Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Windows Azure, IaaS, SQL Azure, AppFabric, etc.) and scenarios supporting the service such as service availability, Connectivity, quality, outage management, degradation of performance, correlation of usage and charges, and cost efficient solution architecture
- Provide critical product feedback to multiple C&E PGs (engineering and operations) and BGs
- Lead the integration of C&E talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Support ecosystem
- Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues
- Strong communications skills – Excellent spoken and written English communication skills
- Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Coaching and mentoring Escalation Engineers and others on the team
- Passion for technology and customer support
- Understanding of cloud vs. on premise computing
- Windows System Administration/Virtualization
- At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
- Fluency in French
6
Support Escalation Engineer Resume Examples & Samples
- Own and track customer issues - record, track, and resolve in a timely manner using our ticket tracking system
- Mentor 2nd level engineers who escalated the ticket
- Maintain communications with clients on the status of all open requests. All responses should be professional, complete, well formatted, and consistent with prior communications
- Prior support experience at storage related company is desired
- Understanding of Fiber Channel, IP networking/iSCSI
- A development background would be a plus
7
Support Escalation Engineer Resume Examples & Samples
- Communicate with customers, GTSC engineers and appropriate subsidiary staff via electronic
- Solve complex level of problems, involving broad product knowledge or product specialty redirected by GTSC or escalated by subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
- Handle incoming escalated incidents varying between low and high call volume
- Support Microsoft’s cloud based customers (Office365)
- Be reactive to higher priority severity incidents initiated by our customers
- Write technical documents in order to distribute technical information to all Customers
- Attend and own triage meetings with local and remote GTSC engineers to share knowledge and efficiently develop customer solutions
- Perform technical mentoring and assisting of GTSC engineers and TAM's to ensure the quality of service
- Assist in hot-site issues by setting customer expectations, devising action plans and communicating to Technical Account Managers, Partners and customers
- Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs
- Assist in representing Microsoft in the support community
- Active in driving Market Share
- Ability to delight customers, contribution to team customer satisfaction and utilisation goals
- Strong ownership of customer issues
- Realise personal accountability within team
- Ability to take responsibility and react effectively
- Essential Experience
- Technical support (on site and telephone)
- Deep knowledge of product(s) / technologies being supported with proven track record
- Ability to take leadership in one specific product
- Good communication skills in international environment
- Mature technical skills and proven support experience
- Strong knowledge of Exchange Sever 2013 / 2010 / 2007 and a background of working with 2000 or 2003 and related technologies e.g. Windows Server 2008 & 2003, IIS6 and IIS7
- Experience of supporting complex Exchange deployments and dealing with critical situations
- Knowledge of troubleshooting and analysis tools, e.g. Performance Monitor, Netmon and other Exchange related tools
- Have an understanding of Microsoft’s Office365 Cloud offering
8
Support Escalation Engineer Resume Examples & Samples
- Advanced skills in troubleshooting, communication, and collaboration
- 1+ years working knowledge of SharePoint Server
- Minimum of 2 years of experience in software support, network operations, or IT consulting
- Desired 2 or more years of industry experience with SharePoint Server or other client/server technologies
- Solid understanding of client/server, networking, and internet technologies fundamentals
- Education: Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field
9
Support Escalation Engineer Resume Examples & Samples
- In depth knowledge of TCP/IP
- Specific knowledge of Windows Networking technologies & protocols (DNS, DHCP, SMB, RRAS, IPSec, Direct Access, Windows Advanced Firewall)
- Ability to read and analyse network traces
- Ability to deal with customer technical issues in Windows platforms
10
Support Escalation Engineer Resume Examples & Samples
- Ability to communicate at all levels – VP/Exec, Product Group and Customers. Must be able to communicate business impact and technical information at all levels with credibility to achieve results
- Excellent Internet Explorer Technical/Functional Knowledge
- Ability to drive change across business groups
- Customer focus – provide, inspire and enable others to deliver a Perfect Every Time experience for our customers and partners
- Technical support, consultancy, development
- Internet Explorer Expert
- Technical/Functional Skills
- Knowledge of Microsoft Internet Explorer technologies
- Knowledge of internet related standards and protocols (TCP, HTTP, SSL, HTML)
- Knowledge of internet development using HTML and Javascript
- Some programming skills with C# or VB.Net. C++ skills are desired
- Knowledge of .NET framework on Assemblies/JIT compilation, managed Memory Management/Garbage Collector, BCL, Threading is a plus
- Knowledge of Windows Operating System background on Threads, Processes and Memory Management (Heap, Stack, Virtual Memory)
- Knowledge of Internet Information Services (IIS) is advantageous
- Proven Technical credibility
- Excellent communication skills both spoken and written
- Able to work well under pressure and meet commitments
- Ability to communicate with international customers (cultural awareness)
- Using broad and in-depth product knowledge provide and facilitate the responsive delivery of technical solutions and information to major customers
- Provide solutions to complex problems that satisfies our Premier customers. This involves dealing with critical situations including complaint handling, sensitive customers and mission critical support
- Build customer and partner loyalty through customer orientation, responsiveness and accountability
- Work in an international environment and collaborate with your team to provide high-level support
- Attend triage meetings with local or remote engineers to share knowledge and efficiently develop customer solutions
- Develop and deliver internal and customer technical trainings/workshops in specialty areas
- Assist in representing Microsoft (i.e. seminars, technical or marketing, conferences event)
- Work with local marketing stakeholders for product feedback, new product launches
11
Support Escalation Engineer Resume Examples & Samples
- 2+ years of C# or C++
- 1+ years of asp.net
- 1+ years of Visual Studio debugging or WINdbg
12
Support Escalation Engineer Resume Examples & Samples
- 24x7 support - potential to work at least 1 weekend day
- Experience in a customer facing or customer support role
- Experience in troubleshooting and problem solving role
- Experience in a team environment
- Experience with Data Access components include MDAC (SNAC - SQL Native Access Client), ODBC, DAO, ADO.NET, System.Data, MSXML, Entity Framework and Databinding
- Experience with programming languages Visual C++, Visual C# and Visual Basic (.net)
- Experience with Relational Database management systems and concepts
- Four or more years’ experience in systems development, network operations, software support or I.T. consulting
- Four or more year’s industry experience with Microsoft products
- Strong knowledge of Microsoft® Windows and Windows Server products (preferred)
13
Support Escalation Engineer Resume Examples & Samples
- Bachelors or foreign equivalent degree in Computer Science, Engineering, Mathematics, Information Systems, or a related field, plus five years of progressive, post-baccalaureate experience in: Delivering design, planning, and implementation services that provide IT solutions to customers
- Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP and Unified Communications
- Initiative to develop expertise on new technologies beyond the provided classroom training
14
Support Escalation Engineer Resume Examples & Samples
- Lead the integration of CSS talent to resolve issues with specific technologies (networking, SQL, SPP, etc.) as part of Azure Support ecosystem
- Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues
- Strong communications skills - Excellent spoken and written English communication skills
- Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
- Coaching and mentoring Escalation Engineers and others on the team
- Understanding of cloud vs. on premise computing
- At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
15
Support Escalation Engineer Resume Examples & Samples
- The Support Escalation Engineer (SEE) is a critical role in the resolution of highly complex, technical, and escalated support incidents related to supporting customer development and deployments on the Azure Platform. The Azure SEE provides business critical support to Azure customers around the world through various support offerings
- A Support Escalation Engineer is a SME in Azure Platform services, technologies, offerings, and customer deployment. The successful candidate has the drive and intellectual horsepower to resolve the most difficult technical customer issues, often through collaboration with other technical specializations; will be a technical resource for the team regarding case reviews, troubleshooting, and effective customer interaction; develop and publish content for customer self-help; will work in close collaboration with the Product Groups and Operations teams; and will interface with various levels of management within customers, Partners, and Microsoft
- Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud
- Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
- LAMP (Linux, Apache, MySQL, PhP or Python)
- Chef/Puppet, Docker/Container
- Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
16
Support Escalation Engineer Resume Examples & Samples
- Provide comprehensive incident support for customers remotely, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer
- 2+ years of SharePoint Admin/Infrastructure, Search, Migration, BI, Workflow development support and/or similar product and solid understanding of other areas of integrating technologies
- 2+ years of SharePoint or similar product, technical support, and/or enterprise information technology experience
- Microsoft hires Public Sector Engineers at a variety of levels and experiences ranging from Associate Support Engineers to Principal Engineers. While a minimum of 2 years’ experience is preferred, candidates with a variety of experience levels are equally encouraged to apply
17
Support Escalation Engineer Resume Examples & Samples
- 3+ years or equivalent skill level deploying and administrating Exchange Server (2007, 2010 and/or 2013) and/or 3+ years or equivalent skill level using or supporting Microsoft Outlook (2007, 2010 and/or 2013)
- Advanced proficiency in Microsoft products, Outlook, Exchange Server, and Exchange Online in addition to other networking products and networking operating systems are desired
- Experience in systems development, network operations, software support or I.T. consulting
- Desired background in Technical Training. Education Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field
18
Support Escalation Engineer Resume Examples & Samples
- Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely
- Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty
- Develop and deliver technical training to other engineers
- A strong understanding of Networking fundamentals such as Routing & Switching Protocols, TCP/IP, QoS, VLANs, DNS and WAN protocols and technologies Full Microsoft certifications for the products we support is required within one year of employment
19
Support Escalation Engineer Resume Examples & Samples
- Represent Microsoft and communicate with customers regarding technically complex escalated problems identified in Microsoft’s System Center products, and manage relationships with those customers
- Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer focus
- Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely
- Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code
- Individual and Team Training
- Maintaining high Customer Satisfaction levels
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently
- Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads
- Write complex technical articles and sample programs for our customers and engineers
- Partner with Managers on succession planning for Technical Leads for the business on a need basis
- Conduct regular technical triages and case reviews
- Consult, collaborate and take escalations when necessary
- Lead cross-technology virtual efforts with the product team to assess future needs
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
- Manage customer escalations and recognize when to solicit additional help
- Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager
- Utilize effective verbal/written skills to communicate with customers and peers
- Makes effective technical presentations
- Configuration Manager 2007
20
Support Escalation Engineer Resume Examples & Samples
- Must have sufficient technical depth to communicate with development and other internal organizations at
- Strong knowledge of Microsoft Windows servers and client Operating Systems
- Knowledge of System Center Virtual Machine Manager
- Competent troubleshooting skills using tools such as event logs, perfmon, netmon, procmon, event tracing
- Knowledge of Hyper-V environments
- SQL server
- Storage knowledge
- PowerShell skills
- Understanding of large scale datacenter operations
- Communication skills in an international environment
- Mandatory fluent English language - spoken and written
21
Support Escalation Engineer Resume Examples & Samples
- Represent Microsoft and communicate with customers regarding technically complex escalated problems identified in Microsoft’s System Center products, and manage relationships with those customers
- Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer focus
- Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code
- Individual and Team Training
- Maintaining high Customer Satisfaction levels
- Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads
- Write complex technical articles and sample programs for our customers and engineers
- Partner with Managers on succession planning for Technical Leads for the business on a need basis
- Conduct regular technical triages and case reviews
- Consult, collaborate and take escalations when necessary
- Lead cross-technology virtual efforts with the product team to assess future needs
- Manage customer escalations and recognize when to solicit additional help
- Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need
- Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager
- Utilize effective verbal/written skills to communicate with customers and peers
- Makes effective technical presentations
- Engage Product Group when technical knowledge does not exist in the support organization
- Several years’ experience in implementing/supporting at least one of the following System Center products
- Service Manager
- Orchestrator
- Candidates must also have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment
22
Support Escalation Engineer Resume Examples & Samples
- As a Support Escalation Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with those customers
- It’s your chance to
- Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management
- Manage crisis situations that may involve technically challenging issues and diverse audiences
- Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code
- Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs
- Travel within the US and internationally may be available
- Earn certifications as an MCSE, MCSD or MCPD. Microsoft will facilitate this opportunity through company provided resources and testing centers (required within one year of employment)
- Desired 2 or more years of industry experience with Office and/or SharePoint Server or other client/server technologies
- Familiarity with Cloud Services like Office 365, SharePoint Online and Azure
23
Support Escalation Engineer Resume Examples & Samples
- Leverage the people and resources put at your disposition in order to speed the resolution of the customer’s issue. Time is of the essence in the cloud. Analyze customers’ Azure problems and develop solutions to meet their needs. This will involve debugging, troubleshooting, correcting code, and taking responsibility to see that the issue is fully resolved
- Communicate technically complex information with Microsoft’s developer customers via email, telephone and electronic services. Working with customers when their site is down requires calm empathy. Results will be measured by customer surveys
- Continually learn technologies and develop deep expertise then share that knowledge with the team. The objective is to grow into a subject matter expert in one of the many areas of Microsoft Azure: compute, storage, cache, or service bus
- Document work completed and time spent on customer issues. Create advanced technical content including Microsoft Knowledge Base articles, samples and training
- Provide actionable feedback by isolating software bugs and collecting customer suggestions
- Participate actively in regular technical triage meetings to share knowledge with other engineers to help quickly resolve their customer issues
- Candidates must have a four-year degree in C.S. or E.E. or equivalent applicable advanced certification. Candidates must have excellent written and spoken English skills including the ability to provide clear instructions and communicate complex technical information effectively. They must be able to work both independently and in a team environment. Strong problem solving skills are essential, including the ability to debug applications written in native or managed code. Networking skills are a definite positive
- A strong working knowledge of web services and technologies is essential. Prior expertise building services on Mac or Linux with: Java, PHP, Node.js, Python or Ruby is also desired
- Industry programming experience in building Windows or Internet applications
- Web Application Troubleshooting skills
- 1 year of C++/C# programming
- 1 year of debug experience WinDBG
24
Support Escalation Engineer Resume Examples & Samples
- Ability to work well under pressure in a fast moving support environment
- Technical skills and proven support & troubleshooting experience
- Experience of working in a services or Enterprise size company
- Azure Web Sites
- ASP.NET Development and Configuration
- Internet Information Server (IIS) configuration and management
- Windows Operating System Core (Performance analysis and server management)
- State management
- Debugging and deployment
- Application and page life-cycle management
- Security aspects such as authentication and authorization
- Client-side scripting languages
- HTML\CSS
- JavaScript
- HTTP Protocol and implementation
- HTTPS and Internet Security
25
Support Escalation Engineer Resume Examples & Samples
- Resolving customer issues including complex technical scenarios integrating several cloud capabilities and scenarios supporting the service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture
- Provide critical product feedback to multiple Engineering Groups
- Lead the integration of CSS talent to resolve Azure Linux issues as part of the Azure Support ecosystem
- Engaging with customers running heterogeneous operating systems (Linux, Windows) on Azure Infrastructure Services
- 3 years of support or equivalent experience including a customer-facing or customer support role
26
Support Escalation Engineer Resume Examples & Samples
- Candidates must have a four-year degree in C.S. or E.E. or equivalent applicable advanced certification
- Candidates must have excellent written and spoken English skills including the ability to provide clear instructions and communicate complex technical information effectively
- Strong problem solving skills are essential, including the ability to debug applications written in native or managed code
- Networking skills, and cloud development are a definite positive
- A strong working knowledge of web services and technologies is essential
- 2 years’ experience developing with C++ or C#
- 1 year experience debugging code (WINdbg, Visual Studio Debugger )
- 1 year experience with Linux, Mac, Java, PHP, Node.js, Python or Ruby is also desired
- 1 year experience with ASP.Net, IIS
27
Support Escalation Engineer Resume Examples & Samples
- Seamless Support without Borders - guide our customer's support experience regardless of what issues they run into. We look at our role as guides and gateways into the overall Microsoft team
- Continuous learning Mindset - 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 ready to do different things to accomplish great things
- Lean in & Respectfully Challenge - passive participants need not apply. We need team members who are always asking why and how can we make it better?. Status quo means very little in our team. This industry doesn't respect tradition, it only respects innovation
- 2+ years experience in system development, network operations, software support or I.T. consulting
- 2+ year?s industry experience with Microsoft products Strong knowledge of Microsoft? Windows operating systems both current and legacy
- 2+ year?s industry experience with Microsoft Server products (preferred) Strong knowledge of other operating systems (preferred) Previous strong troubleshooting skills and experience are required Preferred Technical Qualifications
- 2+ years industry experience with Microsoft Server products, systems management and mobile device management solutions
28
Support Escalation Engineer Resume Examples & Samples
- Minimum of 2 years working with Skype for Business
- Strong ability to interact and communicate with groups outside the support engineers’ immediate workgroup
- Able to identify, track, communicate and mitigate existing or potential Supportability concerns. Demonstrate ability to develop and deliver technical training including BetaTalk deliveries
- Ability to deal with Ambiguity & to change directions quickly
- Understanding of Cloud Services and Hybrid configurations
29
Support Escalation Engineer Resume Examples & Samples
- Ability to quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth diagnostics on core Azure platform and services, and be able to work with Engineering group effectively
- Respond to and resolve critical customer issues as part of a 24x7x365 global coverage in Americas Timezone
- Customer communication & situation management
- Driving Cross-team engagement/collaboration
- Database: SQL, SQL Azure
- Bigdata: HDInsight/Hadoop, Machine Learning, Azure Stream Analytics
30
Support Escalation Engineer Resume Examples & Samples
- Subject Matter Expert knowledge of one or more of the following domains: Azure Core Platform (Compute, Storage, Networking)
- Azure Application development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc)
- Web Site troubleshooting and coding experience: IIS, Azure Web Apps, PHP, Apache, Tomcat, WordPress, etc. Bigdata: HDInsight/Hadoop, Machine Learning, Azure Stream Analytics
31
Support Escalation Engineer Resume Examples & Samples
- One or more years managing, programming, or supporting one or both of the following
- Experience administering or programming Microsoft SQL Server
- One or more years of experience in a customer-facing service or support role
- Experience implementing one or more of the following in a corporate environment
- Programming experience with Active Server Pages (ASP.NET)
- Experience managing or supporting Internet Information Server (IIS)
- Knowledge of Lotus Notes, eDirectory, SunOne, Oracle, or other LDAP-based directories
- Knowledge of ADFS, Office, Azure Connectors
- 3 years of networking experience
- 3 years of Windows Server Administration
- 2 years in Software Security related field
32
Support Escalation Engineer Resume Examples & Samples
- Excellent written communication skills
- Ability to adapt to different scenarios
- A strong interest and knowledge in building mobile apps on iOS or Android and proficiency with C# and .NET (or a demonstrable willingness and ability to learn quickly)
- Xamarin.iOS and Xamarin.Android experience preferred but not required
- 2+ years C# and .NET framework experience
- Sample artifacts of your coding acumen, examples include: GitHub projects, or other open source participation, sample bug reports filed, Stack Overflow reputation, technical Blog
- Experience building an app using Xamarin is a plus
- Solid understanding of Application Development
- Solid understanding of Windows Operating System, IOS and Android
- Solid understanding and usage of Visual Studio and or Xamarin Studio tool
- Solid understanding of OOP and OOD
- Solid understanding of C/C++, C#, or VB.Net
- Understanding of Microsoft .Net Framework and how to develop for the Framework
- Familiarity with Android Devices, Mac Devices, XCode
- Basic application debugging skills using a debugger or tracing
- Ability to write/speak on a technical level so targeted audience understands
- Ability to read and ask probing questions to help resolve issues
- Excellent reading and listening skills to understand different perspective
- Collaborating with teams across regions efficiently and effectively
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Support Escalation Engineer Resume Examples & Samples
- Technical skills in at least one of four areas: Windows System Administration/Virtualization, Networking, Relational Database Design/Administration, Linux OSS Administration/ Networking
- Windows System Administration/Virtualization
- Familiarity with Active Directory, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Familiarity with system management tools such as SCOM
- Experience with Hyper-V configuration and administration
- Familiarity with networking concepts including VIPs, NAT, DNS
- Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
- Understanding of the OSI model and related concepts
- Relational Database Design/Administration
- Familiarity with relational and document based database design methodologies
- Familiarity with BI data modeling and cube design concepts
- SQL database administration
- Understanding of SQL Tracing, SSIS, SSRS and SSAS
- Familiarity with ADO.NET preferred
- Linux OSS (Preferred but not required)
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Support Escalation Engineer Resume Examples & Samples
- Leadership - handle technically challenging and politically sensitive customer situations
- Understanding of cloud vs. on-premises computing. Familiarity with fundamentals of cloud computing
- Strong English Language skills
- Spanish and / or Portuguese Language skills a plus
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Support Escalation Engineer Scvmm Resume Examples & Samples
- Virtual Machine Manager 2012 R2 or 2016 or other System Center products
- Windows Server is also very desirable
- Flexibility and ability to adapt to ambiguous and changing situations
- Fluent in English (written and oral) is mandatory
- 2+ years’ industry experience, supporting Windows Technologies (required)
- Degree in Computer Science, or equivalent in work experience (preferred)
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Support Escalation Engineer Resume Examples & Samples
- 1 year C++/C#
- 1 yr customer support
- Four-year degree in C.S. or E.E. or equivalent applicable advanced certification
- They must be able to work both independently and in a team environment
- Networking skills are a definite positive
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Support Escalation Engineer Resume Examples & Samples
- Exceptional Problem-Solving and Communication Skills - Spoken and written English (including technical writing)
- 2+ year’s industry experience with Microsoft System Center Data Protection Manager with Strong working knowledge (preferred)
- Working understanding of Microsoft Azure platform, specifically use of Microsoft Azure Backup agent and IaaS VM Backup and Azure Site Recovery (preferred)
- Strong knowledge of Virtualization technologies and products such as Hyper-V or VMWare
- Strong knowledge of Linux, or various flavors of UNIX
- Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365
- Demonstrated industry programming experience in PowerShell
- Technology Certifications - MCSE, Cisco, VMWare, Novell, Linux, Unix, Dell, etc
- Strong working knowledge of Microsoft Exchange, Microsoft SharePoint, Microsoft SQL and/or Microsoft Hyper-V
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Pure Support Escalation Engineer Resume Examples & Samples
- Own and track customer issues – record, track, and resolve in a timely manner using our ticket tracking system
- Author and review on-line support materials (FAQ's, white papers and knowledge base articles, etc.)
- Multi-task and manage multiple projects / tickets simultaneously
- Champion customer issues internally & represent the company externally
- Provide on-call support 24x7 on an as needed basis
- This position may involve alternative work hours including nights, weekends and company holidays
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Support Escalation Engineer Resume Examples & Samples
- Seamless Support without Borders – guide our customer’s support experience regardless of what issues they run into. We look at our role as guides and gateways into the overall Microsoft team
- Continuous learning Mindset – 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 ready to do different things to accomplish great things
- Be available to take ownership of new cases and escalations via telephone and Web
- Provide support to Enterprise customers and partners
- Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed
- Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate
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Support Escalation Engineer Resume Examples & Samples
- Understanding of cloud vs. on-premises computing
- Familiarity with fundamentals of cloud computing
- Linux OSS-
- Microsoft Azure Platform-
- Microsoft Azure architecture and its components (Fabric, Compute, Storage)
- Azure Platform development and deployment concepts
- Operating System/Virtualization-
- Familiarity with LDAP, Security, OS Internals concepts
- Experience with Hyper-V, VMWare, Xen configuration and administration
- Cloud experience strongly preferred
- Networking-
- Familiarity with networking tools (ping, tracert, tracemon, tcpdump, etc.)
- Relational Database Design/Administration-
- Database administration
- B.S. degree in Computer Science or 4+ years of additional experience
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Support Escalation Engineer Resume Examples & Samples
- Virtual Machine Manager 2012 R2 and 2016 with ability to configure and troubleshoot issues with enterprise customers
- Knowledge and experience of 5+ years of SCVMM, with integration of SCVMM with System Center products: Configuration Manager, Service Manager, Operations Manager, and Orchestrator
- Strong knowledge and understanding of Windows Server Hyper-V and Cluster
- Subject Matter Expert level of knowledge in SCVMM Networking, as well as Cloud Migration
- Expertise in both private and public cloud
- Certification if Azure, MCITP-EA, and ITIL
- Experience supporting large System Center or VMM environments, or other enterprise information technology environments
- Experience in training others in SCVMM including SCVMM networking
- Knowledge and experience of Windows Azure Pack and App-Controller
- 4 year degree in computer related area. Post Graduate or Master’s degree preferred
- Ability to create level 400 depth training in SCVMM and related technologies
- Experience building relationships with customers
- Self-motivation and an ability to use initiative
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Support Escalation Engineer Resume Examples & Samples
- Learn and remain current in relevant product
- 3 years of support or equivalent experience in a customer-facing or support role
- Deep technical knowledge in Linux, Unix or general OSS
- Solid knowledge on performance tuning and database design
- 3+ years of Linux, Unix or general OSS experience
- 3+ years of Customer support experience
- 1+ years Experience with SQL Server or equivalent database product
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Support Escalation Engineer Resume Examples & Samples
- Leverage the people and resources put at your disposition to speed the resolution of the customer’s issue. Time is of the essence in the cloud. Analyze customers’ Azure problems and develop solutions to meet their needs. This will involve debugging, troubleshooting, correcting code, and taking responsibility to see that the issue is fully resolved
- Communicate technically complex information with Microsoft’s developer customers via email, telephone and electronic services. Working with customers when their site is down requiring calm empathy. Results will be measured by customer surveys
- 1 year in C++/C#
- A 4-year degree in C.S. or E.E. or equivalent
- Prior expertise building services on Mac or Linux with: Java, PHP, Node.js, Python or Ruby is also desired
44
Support Escalation Engineer Resume Examples & Samples
- Strong knowledge and demonstrated technical experience in any current Exchange Server version (2010/2013/2016) and/or any current Outlook version (2010/2013/2016)
- Knowledge of Office 365/Exchange Online is also very desirable
- Experience in supporting large Exchange environments
- Ability to handle high pressure situations well
- Fluency in spoken and written English and Brazilian Portuguese is a requirement
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Technical Support Escalation Engineer Resume Examples & Samples
- Performing difficult diagnostic repair on client machines
- Analyzing results
- Knowledge of Backup and recovery
- Research and resolve technical issues
- Developing solutions including interfaces, services, utilities or customer requests
- Implementing solutions
- Isolate unique or difficult customer support scenarios or root causes
- Ensure accurate technical support, support resource gaps, and identification of support quality improvement opportunities, needs and issues
- Understanding of operation support, previous Microsoft support experience is a plus
- Certification on MCITP, MCDST or MCSE is a plus
- Excellent problem solving skills, ability to provide analysis of complex issues
- Ability to work effectively with other groups within Microsoft
- Ability to come up-to-speed quickly on new technical products
- Excellent interpersonal communication skills and written communication skills. Open, confident communicator
- Ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
- Candidate will be expected to reproduce issues and identify potential bugs or poor experiences for escalation to engineering
- Proficiency with issue tracking and documentation is a requirement
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Support Escalation Engineer Resume Examples & Samples
- Bachelor’s Degree in Computer Science, Engineering, Mathematics, Information Systems, or the equivalent industry experience and certifications
- Candidates should have five years or more experience in the design, planning, implementation and management of IT solutions
- Previous experience deploying, administrating and/or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business, Jabber, Exchange, or Cisco WebEX is highly desired but not required
- Alternatively, candidates will be considered who have proven knowledge and experience with the deployment of supporting technologies, such as: networking, Directory Services, SQL, and/or Exchange
- Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols and technologies is ideal
- Initiative to develop expertise on new technologies beyond the provided classroom training. - Candidates with strong and lengthy experience in supporting complex, enterprise solutions and networking operating systems (preferably Windows Server, but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present
- Desired background in VoIP, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP trunks, all-in-one voice and video web conferencing, network monitoring and diagnosis. - Programming and debugging skills are a plus but not required. The ability to read and analyze network traces is ideal
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Support Escalation Engineer Resume Examples & Samples
- 5 years+ experience in the design, planning, implementation and management of IT solutions
- Candidates will be considered who have proven knowledge and experience with the deployment of supporting technologies, such as: networking, Directory Services, SQL, and/or Exchange
- Candidates with strong and lengthy experience in supporting complex, enterprise solutions and networking operating systems (preferably Windows Server, but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present
- Previous experience deploying, administrating and/or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business, Jabber, Exchange, or Cisco WebEX is highly desired
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Senior Support Escalation Engineer Resume Examples & Samples
- Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts
- Subject Matter Expert of OS System admin (Windows, Linux), and Networking
- At least 5 years of IT or Technical Support experience (in Tier 3)
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Support Escalation Engineer Resume Examples & Samples
- Exceptional Problem-Solving and Communication Skills
- Spoken and written English (including technical writing)
- Two or more years of experience in systems development, network operations, software support or I.T. consulting with a working knowledge of: -SQL Database concepts and some familiarity with SQL Profiler. -Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management. -Understanding of Patch Management and some experience with Windows Server Update Services (WSUS) will be preferred. -Understanding of WMI and familiarity with WQL queries o Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups. -Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing
- Four or more years of industry experience with Microsoft Server products
- Strong knowledge of any Microsoft System Center Products, with an emphasis on the following Configuration Manager concepts: General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy
- Experience with installing sites, Software Updates Management, Operating System Deployment and Software Distribution
- Familiar with status messages and various server and client side logs used for troubleshooting. Understanding of site backup and recovery
- Basic understanding of Microsoft cloud services such as Azure and Intune
- Basic knowledge of managing Mac/iOS, Linux, and Unix operating systems
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Support Escalation Engineer Resume Examples & Samples
- Deep knowledge of and experience with programming in C#/XAML, JSCript/HTML5, or both Background in / working knowledge of Azure services
- Excellent communication skills with both written and spoken English
- Ability to work well in a highly collaborative team environment
- Effective learning skills (self-study and in-class environments)
- Knowledge and experience with programming in Win32
- Networking & Cloud knowledge
- Familiarity and experience with managed debugging
- Scripting development (VB Script, JavaScript, Node.js)
- Previous support experience UWP applications
- Hololens applications
- Provide accurate information, and help resolve the most technically challenging, critical and highest impact problems for developers regarding their Microsoft systems software
- Analyze the most difficult programming problems and develop highly specific solutions to meet developer needs
- Participate in triage meetings to share knowledge with other engineers and develop efficient customer solutions
- Identify and report both software bugs and customer suggestions
- Act as a liaison to internal development organizations, representing the voice of the customer and advocating for product improvements to alleviate customer pain
- BS or MS Degree in computer science
- Two or more years of experience in software development using C# and/or Jscript is preferred
51
Exchange Support Escalation Engineer Resume Examples & Samples
- 18 month contract
- $25- $30 per hour ( Based on experience)
- South Charlotte, NC
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Exchange Support Escalation Engineer Resume Examples & Samples
- Microsoft Exchange experience - (2007, 2010, and 2013)
- Networking experience - troubleshooting network issues/connectivity issues
- Experience working in a support environment
- *Please email me if interested, ***
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Support Escalation Engineer Resume Examples & Samples
- 2-3 years’ industry experience with Windows 2008/2012/2016
- 1-2 years Strong customer service, communication, problem-solving and interpersonal skills
- A fundamental knowledge of Microsoft Windows Server Windows 2008 R2 File Server and Windows 7 Clients, Windows 2012 Server and Windows 8/8.1/10 Clients
- Troubleshooting Printer issues (includes advanced troubleshooting of the spooler service and third party print drivers)
- Willingness to work a rotational On-Call schedule, evenings and weekends shifts (24x7)
- Capability to be fluent in Portuguese or Spanish (spoken and written) is mandatory. Portuguese is preferred
- Capability to be fluent in English (spoken and written) is mandatory
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Support Escalation Engineer Resume Examples & Samples
- 1+ years of C++, C# development experience
- 1+ year customer support experience
- Fluent in English (spoken and written) is mandatory
- Strong customer service, communication, problem-solving, and interpersonal skills ((2-3 years preferred)
- The Windows client and server operating system platforms
- The Microsoft browser platform (Microsoft Edge, Internet Explorer)
- Internet Explorer web APIs (1-2 years of development experience is preferred)
- HTML, CSS, and JavaScript (minimum of 1-2 years development experience preferred)
- C++, C# (minimum of 2-3 years development experience preferred)
- HTTP, HTTPS, and proxying
- Authentication / Authorization methodologies
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Senior Support Escalation Engineer Azure Rapid Response Resume Examples & Samples
- Ability to build business relationship with key customer contact and TAM, and enhance the trust
- Respond to and resolve critical customer issues
- Accountability & team work
- Azure Core Platform (Compute, Storage, Networking)
- Data Platform: SQL, Azure DB
- Application development & debugging experience (c/c++/c#, Python, Node.JS, etc.)
- Azure Application development or support experiences with Azure PaaS services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.)
- Web Site troubleshooting and coding experience: IIS, Azure Web Apps, PHP, Apache, Tomcat, WordPress, etc
- Identity and Authentication, SSO/Federation, AD/Azure AD,
- 5+ years of IT or Technical Support experience (in Tier 3)
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Exchange Online Support Escalation Engineer Resume Examples & Samples
- 2) Network Troubleshooting- DNS, DHCP - must be able to solve problems and think on their feet
- 3) ADFS - experience can be on-prem or otherwise
- *main issues they will be supporting
- Password issues with 0365, compromised accounts, accounts that have been hacked, can't login into their email or account
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Support Escalation Engineer Resume Examples & Samples
- Resolving customer issues including complex technical scenarios integrating several cloud capabilities for Microsoft Azure IaaS and scenarios supporting the service such as service VM Availability, Connectivity, Management, Configuration & Setup, Outage management, degradation of performance, and cost-efficient solution architecture
- Provide critical product feedback to multiple C+E (Product Engineering and Azure operations)
- Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners
- Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed
- Consult and collaborate with your immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues
- Prioritize your work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems
- 5+ years prior product/customer support experience
- Proficiency in the English language, written and spoken
- Knowledge and Skills
- You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win. You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances
- Strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity
- Windows System Administration/Virtualization, Networking, Linux OSS Administration/ Networking
- Windows scripting or PowerShell
