Microsoft Support Escalation Engineer 

India, Telangana, Hyderabad 

462923707

• 4+ years of in-depth experience in M365
• Fluent in reading, writing, and speaking English.
• Should have Product and Troubleshooting knowledge in on all types of Migration with Office 365
• Should have Product and Troubleshooting knowledge in Office 365 Identity synchronization – planning, design, and
deployment of AAD connect service for Office 365 identity management.
• Should have Product and Troubleshooting knowledge in implementation on Mail flow / EOP Protection / ATP / Phish /
Spoof concepts,
• Product and Troubleshooting knowledge in analyzing email flow issues using Exchange online protection and hybrid
scenarios.
• Product and Troubleshooting knowledge in Analyzing message header information and troubleshooting on mail flow
issues.
• Product and Troubleshooting knowledge in Provisioning of mailboxes in Exchange online [ Cloud only , Hybrid ,
Migration scenarios].
• Compliance management using journaling, archiving, transport rules and litigation hold, Retention Policies
• Product and Troubleshooting knowledge with MRM / Retention / Labels / E-discovery concepts with in-depth
troubleshooting knowledge.
• Product and Troubleshooting knowledge in on Security concepts – Threat Policies, Alert Policies, Attack Simulation,
Investigations
• Product and Troubleshooting knowledge in configuring and troubleshooting in Hybrid Exchange Environment
• Good knowledge of PowerShell scripting
• Office 365 Identity synchronization – planning, design, and deployment of AAD connect service for Office 365 identity
management.
• Planning and deployment of Exchange Hybrid with Office 365. Working experience on Exchange online migrations.
• Office 365 Tenant to Tenant Migration Structure Planning
• Design and deployment of Exchange 2016 / 2019 on premise environment. Migration from old Exchange version to
latest Exchange environment is an added advantage.
• Product and Troubleshooting knowledge in Azure Active Directory conditional access with office 365 and third-party
applications is an added advantage.
• Deep knowledge and Certification to build Enterprise scale end-to-end solutions on Microsoft 365 (E5) security
components such as Microsoft Defender Advanced Threat Protection (ATP), Azure Advanced Threat Protection,
Microsoft Endpoint Data Loss Prevention, Microsoft Information Protection, Microsoft Office 365 Advanced Threat
Protection, advanced e-discovery etc. is an added advantage.
• Deep troubleshooting skills with Exchange Online concepts.
• Must have enthusiasm for learning.
• Passionate about cloud technology.

Responsibilities
* Supporting escalated issues of all Enterprise and Broad commercial customers on phone and remotely
* Scoping and documenting customer scenarios, potential causes and troubleshooting steps
* Effectively communicating with customers and stakeholders via, phone, email or any other available means
* Ensuring compliance with schedules; processes and MS policies and values
* Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging
situations.
* Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly
technical IT professionals, developers, architects, and executive management.
* Demonstrate leadership through personal responsibility, accountability and teamwork.
* Act as a technical focal point in cooperative relationships with other companies.
* Manage crisis situations that may involve technically challenging issues and diverse audiences.
* Own and resolve technically complex mission critical or politically hot customer issues
* Be responsive to customer needs which may sometimes require outside of normal business hours.
* Maintain strong working knowledge of released products, take ownership for product improvement, and participate in
pre-release activities and BETA programs.
* Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.
* Share knowledge with others through solution documents, contribute to social media, engage technical communities,
build automated self-help solutions and create training