Cloud Solution Architect

1 week ago


المملكة العربية السعودية, Saudi Arabia Microsoft Full time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Are you looking to grow and expand your technical, customer and soft skills and have a growth mindset? Would you like to work on solutions and not limit yourself to products? Then Microsoft Support for Mission Critical is the team you are looking for. At Support for Mission Critical, we do all the above and have fun while delivering true mission critical support to top tier Microsoft customers.

We, Microsoft Support for Mission Critical, are looking for a CSA for Office365 -Exchange Online and Microsoft Teams. In this role you will be representing our team working with our Mission Critical Customers onsite and remotely on proactive deliveries like delivering workshops, health assessments for solution, performance analysis and optimizing the solution. You will also be troubleshooting challenging issues and working with Microsoft Support engineers on resolving customers’ solution’s complex issues. In addition to this you will be contributing to proactive account planning, account management and relationship management with customer.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:

- Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping define long term strategic goals.
- Contribute to planning of proactive services for customer and account management.
- Deliver proactive services to customer onsite and remote
- Communicate with Microsoft Mission Critical customers (verbal, written and face to face correspondence) regarding technically complex issues about Microsoft software products and manage relationships with those customers.Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer handling skills.
- Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
- Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.
- Ability to handle Critical Situations in technically challenging and politically hot circumstances.
- Collaborate with other technical teams at Microsoft to deliver solutions to customer issues.
- Create technical content including training documents, etc.
- Available to work critical cases on a 24x7 basis or through an on-call model.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
- Maintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readiness.

**Qualifications**:

- Years of working experience on Microsoft Exchange Online, and Microsoft Teams with solid experience and advanced knowledge of both Office365 components: Exchange Online and Teams
- Advanced Knowledge and experience in capabilities, troubleshooting, monitoring, planning, migration and operations of Exchange Online and Teams in both Hybrid and Cloud-only configurations with end to end support and troubleshooting experience
- Expertise in Exchange Online Compliance, Security and advanced protection
- Competencies in IM and Presence, Conferencing, Enterprise Voice, Video and Mobility for Microsoft Teams suite including the configuration, optimization, migration, and integration of 3rd party products.
- Comprehensive knowledge of VoIP and SIP protocols, keen troubleshooting ability and working knowledge of the latest diagnostic tools, log analysis and scripting ability.
- Knowledge and experience with Call Quality Dashboard
- Understanding of client/server, networking, and Internet technologies fundamentals
- Knowledge of supporting and complementary technologies, such as AD FS, Azure Active Directory Connect and PowerShell.
- Deep performance analysis skills
- Understanding of n-tier solutions
- Possess real passion for continuous learning, strong analytical skills, critical thinking, time management skills, and good judgement.
- Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced e



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