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Website      www.microsoft.com/
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Service Engineer

The Microsoft Office Lync Group is delivering the next generation of Software + Services unified communication and collaboration products that will revolutionize workplace communications and productivity for every Information Worker (IW). The Lync suite of products seamlessly integrate instant-messaging, voice, video, IP telephony, conferencing, application and desktop sharing across multiple devices.

We are seeking a technically strong, energetic, motivated, and service focused Service Engineer http://hrweb/Career/CareerModel/engineering/se/Pages/default.aspx> with deep experience in designing solutions, building, troubleshooting and supporting medium to large scale systems. You will Plan, Operate, & Deliver Lync in the cloud. The Lync Service Operations team provides operational excellence by hosting Lync in the cloud for Microsoft Office 365 Online Services and delivering internal Dogfood environments in support of pre-releases. The team strives to provide a highly agile work environment while delivering top notch and a reliable customer/user experience for Microsoft Online Services. Our Operations team is a world-class operations group responsible for delivering business critical information technology capabilities to online customers and partners in all segments.

In this position you will help support Service Deployment, Activation, Administration, Troubleshooting, Root Cause Analysis, User Management, Monitoring and Optimization. The primary function of this role will be to provide Lync operations functions in support of Dogfood and Production programs. You will work closely with senior Developers, Testers, Program Managers and other Service Engineers, during pre- and post- release phases of the software development life cycle (SDLC). This position requires strong technical knowledge and advance skills in ADFS, LDAP, ADSI, Kerberos/ NTLM / Certificate authentication, PowerShell Scripting, DNS, SIP, TCP/IP, and other network protocols. You will need to display strong organizational agility, rapid problem solving and composure in critical situations. The ideal candidate will be responsible for troubleshooting user and monitoring escalations resulting from bugs, configuration issue, or system instability. This position requires a 24*7 operations and service delivery mindset. Additionally, it requires an agile customer-focused individual who is comfortable with a diverse and changing environment and who will not get intimidated while being faced with complex challenges. This person should have demonstrated ability to identify problems, determine root cause, collect and compile data from various sources, determine solution, and drive implementation while meeting schedules set by management.
The ideal candidate will combine technical horsepower and deep knowledge of large-scale service delivery processes while leveraging incident and problem management skills to quickly resolve issues and improve methods to proactively identify and prevent future occurrences. Additional deliverables will include ensuring high availability/reliability of servers, documentation of best practices and procedures, participation in specification reviews, requirements gathering, plan execution, and the deployment of product enhancements and bug fixes. You will have to be very hands-on and detail oriented as the position will also include; configuration, deployment and testing of complex user scenarios.
All employees hired into roles supporting Office 365 will be required to pass Microsoft cloud background checks annually.
Broad experience with Lync 2010 or Office Communication Server 2007 R2
Bachelor’s degree in CS, EE, Telecom or related fields
MCSE, MCITP, MCA, MCM, CCNA, CCNP (OCS / Lync certifications preferred)
Microsoft certification or strong practical knowledge of Microsoft Server Operating Systems and other Microsoft technologies, including SQL, IIS, DNS, .NET, SCOM, Hyper-V, Active Directory
Strong experience with automation and scripting using PowerShell
Strong knowledge of TCP/IP, SIP, UDP, RDP and other network protocols.
Experience with capturing and analyzing network traces
Strong networking knowledge of load balancing appliances and technologies
Deep understanding of OSI Model
Minimum 4 years of Operations experience in a 24x7 production environment, preferably Online Services
Minimum 4 years of working knowledge of web-based services, operations, system design, data center/infrastructure and communications technologies
Demonstrated experience with High Availability, Disaster Recovery, and Service Continuity process and planning
Working knowledge of MOF/ITIL best practices and demonstrated experience working within these frameworks, preferred

Operate high performance systems & applications at large scale
Work closely and consult with the product development and test teams, during both pre-release product cycles and post-launch operations to ensure the highest quality of service.
Identifying and logging product bugs via Product Studio
Drive automation into service management tasks and processes. Scripting and developing tools for managing services running on Windows Servers.
Deploying, supporting, and enhancing existing tools created by other systems engineers and IT developers.
Drive down Mean Time To Resolution (MTTR) while analyzing incidents to determine root cause and mitigation plans.
Participate in 24x7 on call rotation schedule
Interacting with systems and service administrators both to troubleshoot issues as well as determine requirements for tools, automation, and monitoring.
Continuously review and recommend solutions that improve serviceability, availability, reliability, and performance in a cost effective manner.
Create and maintain metrics, status reports, trending
Strong documentation skills in documenting processes, procedures, and tools descriptions.

Professional Traits:
Ability to work under continual deadline constraints, working multiple projects simultaneously, and thrive in complex environments
Strong fault analysis, debugging and problem solving skills
Excellent teamwork, communication, and documentation skills
Detail oriented with excellent teamwork, communication, reporting abilities
Ability to be a self-starter and to take initiative in critical situations
Well balanced in being “Agile”, while maintaining “Quality”

Other Job Information

Vacancy type:

Full Time

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Job Duration:

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