INFRASTRUCTURE ENGINEER CROSS FUNCTIONAL SERVICES

Responsibilities Provide the quick and accurate solutions to the customers problems. Meet all follow up commitments made with customers. Aligning with Customer s business time, represent Microsoft and communicate with customers via telephone, remote assistance, written correspondence, electronic service in a timely manner according to the service level agreement. Analyze problems and develop solutions to meet customer needs may involve writing custom code. Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions. Write technical articles and sample programs for Microsoft s knowledge base. Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information. Collaborate on cross-team and cross-product technical issues by working with resources from other groups and product team as needed to resolve customer issues.