Support Engineer, Novosibirsk

Role Purpose:

• The successful candidate will work within a team of support engineers focused on resolving our Premier and Partner customer’s technical issues. This requires scoping the customer’s expectations and collaborating with others to meet those expectations in the shortest possible time. This includes providing customers with reliable technical solutions and a consistently exceptional service experience. This involves reactive remote support, working with and collaborating with EMEA colleagues.
• The successful candidate will work in a team with engineers based in Russian Federation and will support mainly Russian speaking customers within CEE region.
• We have an open position in Novosibirsk at the moment. Key areas of specialization are Platform, SharePoint, Exchange or Lync.

Key Success Criteria:

• Ability to delight customers, contribution to team customer satisfaction goals
• Excellent Team player
• Strong ownership of customer issues
• Realize personal accountability within team
• Ability to take responsibility and react effectively

Knowledge, Skills and Experience:

• Higher education
• Excellent written and spoken English
• Ability to manage customer communication on the phone or through email
• Good communication skills in international environment
• Customer focused
• Great team player and sharing of best practice
• Able to work well under pressure and meet commitments

Technical / Functional Skills:

• Benefit is to have technical overview of Microsoft operating systems and other products:

• Windows Core operation system (Windows XP/Vista/7, IIS, NLB, DNS, Networking, Protocols, Domain, Windows Server 2003/2008/2008R2)

• Web Server knowledge, IIS6 or other Web Applications
• Virtualization (Virtual Server, Virtual PC, Hyper-V, Terminal Services)
• Database Know how ( MS SQL2005 / SQL2008; MSDE, WMSDE, SQL Expression; SQL Embedded)
• Solid technical knowledge in the area of specialization (either Platform, or Lync/OCS or Exchange or SharePoint) –performance troubleshooting and tuning

Also are considered a plus:

• MCSE/MCPs, vendor qualifications, professional qualifications is advantage
• Most important is the willingness to gain new skills and learn further