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JOB SUMMARY The Support Professional is responsible for providing quality support for Microsoft Exchange Server with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to Microsoft customers.

MAIN RESPONSIBILITIES Provide accurate and timely technical support to customers through source code analysis and advanced troubleshooting skills. Collaborate with product team to provide customers with quicker issue resolution and gain higher customer satisfaction. Provide 24*7 supports on mission critical problem for enterprise customer. Uphold consistent processes and case handling standards according to standard; maintain clear, accurate documentation for every supported incident. Learn new technologies and deliver training internally and externally

KNOWLEDGE AND SKILLS Bachelor Degree with at least 3+ year of or coding experience Solid knowledge of Microsoft Exchange 2000 Server and experience of application development based on Microsoft Exchange 2000 Server and/or Visual C++ is preferred. Solid experience in Exchange server 5.5 and Exchange 2000 in the site. Experience in deployment, administration, troubleshooting and maintenance of exchange messaging system for large and complex sites. Must demonstrate excellent English-language skill, good written and verbal communication skill, and ability to learn new technology at a rapid pace, and solid coding and problem solving skill. Ability to work under pressure is required; experience in handling critical situations is preferable. email resume for this position:kbs@kbsconsultants.com

 Microsoft Project Support Professional

 Job Purpose:

It’s all about helping customers, partners and EBA realize their full potential using Microsoft Project
Primary responsibility is in providing technical support for and Microsoft Project and Microsoft Project Server for all Microsoft customers. The primary focus will be ensuring that all Microsoft customers are very satisfied with the effectiveness and efficiency of the support they receive. Utilizing knowledge of the customer environment, you will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.  As a Microsoft Microsoft Project support engineer, you will have the opportunity of working with a variety of technologies including IIS, SQL, ASP, XML, HTML, OLAP, and VBA. In addition to supporting customers with their planning, deployments, and custom solutions, you will have the opportunity of working extensively in supporting their project management support needs with Microsoft Project.  The position requires effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues. You will develop a relationship with your technical peers for the technologies you support and related technologies in order to ensure improved collaboration and satisfaction in support.

Required (Minimum) Qualifications · A BA/BS in Computer Science, Computer Engineering, Electrical Engineering, Mathematics, or Physics · One year of previous Technical Support Experience · Strong Communication Skills (oral and written) · MCSE/MCSD qualifications · Excellent demonstrated customer service focus and skills · Solid communications skills · Exemplary problem isolation/problem solving skills · Strong technical writing skills · Ability to work in a fast paced environment · Works well in a team environment · Effective learning skills · Strong organizational, time management, project management, and negotiation skills. · Passion for Technology (curious, has desire to learn, doesn’t rely on past knowledge, stays on top of latest technologies). · Ability to work in a fast paced environment · Project Management experience with strong preference given towards existing experience with using Microsoft Project or other related project management software. · Familiarity with the Microsoft® Office Suite & Microsoft® Office interoperability Preferred Qualifications Candidates need to possess at least half of the preferred qualifications below to be successful in the role. · Programming/support experience utilizing the exposed object model within a Microsoft business application through Visual Basic / Visual Basic for Applications. · A thorough understanding of networking theory including working knowledge of troubleshooting problems in complex networking environments. · A strong working knowledge in IT deployments of IIS, SQL, Windows NT, Windowsexperience with current database technologies. · Project Management/Project Management Software experience a strong plus · Demonstrated technical competence in an IT environment with Microsoft Project IIS SQL or other current database technology Windows NT Server Internet Explorer Intranet and Internet Topologies PMI (Project Management Institute) certification or equivalent.

Roles and Responsibilities: Primary responsibility is to provide technical support to customers in installation, client and server deployments, usage and custom solution development (coding) with Microsoft Visio and Microsoft Project. This includes responding to service requests via the Internet and telephone. Other responsibilities include identifying and documenting issues with products and implementing sample code to demonstrate programming techniques or APIs. Customer segment is broad ranging from end-users to ISV’s utilizing our products as a part of their custom solutions and IT Professionals deploying our products, solutions and technologies.  

Skills/Knowledge: MCSE, MCSD or MCDBA certification. Experience: Refer to Required and Preferred Qualifications   Education:  A BA/BS in Computer Science, Computer Engineering, Electrical Engineering, Mathematics, or Business Administration ; at least one year of experience in delivering technical support via the telephone is strongly preferred. Strong written and verbal English communications skills are essential. email resume for this position:kbs@kbsconsultants.com

Developer Support Team Manager
Team Managers have to ensure that the team is contributing to the Overall Satisfaction target, monitor team results, talk to customers, remove barriers and foster the Customer Focus Culture (CFC) philosophy. Managers are expected to hold documented 1:1 sessions and coach employees at a minimum of once per month. They must ensure full labour reporting and issue coding and contribute to group incident and utilization goal while maintaining average MPI. They are also required to manage staffing, and OOF to ensure ability to handle incoming demands while minimizing the abandonment rates. Managers must also follow business time and labour escalation triggers to help ensure timely case resolution.

The Team Manager will supervise and enhance the performance of a team of Developer Support Engineers, in the areas of customer satisfaction, technical expertise, and timeliness of support delivery. The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development. He or she will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. The Team Manager will also lead, schedule, coordinate daily work, meetings, and projects relevant to the team and unit.

Role and Responsibilities:
Responsibilities will include addressing issues that affect support at the team and the unit levels. The candidate has to conduct employee performance reviews/evaluations and hold regular career planning sessions with employees. Has to work with Developer Support unit management and MS product/program management to anticipate and prepare for support needs and to reduce the support burden of products. The person has to prepare readiness plans for product launches for use by Developer Support management and other MTS departments. The ideal candidate will have 3-5 years of managerial or equivalent experience.

Requisites:
Excellent customer service skills. Excellent oral and written communication skills including the ability to communicate with corporate customers and excellent presentation skills. Proven project leadership and management abilities. Strong organizational, planning and analytical skills required. An understanding of the product release cycle needed. Demonstrated ability to improve technical service necessary. Should have the ability to handle difficult and sensitive situations. Strong written and verbal English communications skills are mandatory.

Preferred Qualities:
An understanding of support processes and customer expectations. The ability to lead projects and motivate others. Proven organizational and planning skills. The work will involve travel and one should do it with a smile. Technical experience demonstrated by knowledge of microcomputers, and a basic knowledge of Microsoft applications, languages, BackOffice servers and/or operating systems are preferred. Business experience, demonstrated by prior budget and expense management experience, is welcome.

Level of Requirement:*
Senior /Advanced.
Educational qualification:
Bachelors degree or the equivalent of work experience. 3-5 years prior management and related customer support experience needed.email resume for this position:kbs@kbsconsultants.com

Visual Studio Support Professional DSV

Job's Purpose:
This person will be responsible for delivering technical support for Visual Studio and Visual Studio .NET, MSDN Library, TechNet, Platform SDK and other related products to all US based Microsoft customers as well as cases escalated from international support teams. Their primary focus will be ensuring that all Microsoft customers are very satisfied with the overall support experience and the effectiveness and efficiency of the support they are provided. They will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues. They will develop a relationship with their technical peers for the technology they support and related technologies in order to ensure improved collaboration and satisfaction in support.

Roles and Responsibilities
· Communicate with corporate customers via telephone, email, and other electronic communications regarding problems identified using Microsoft Development technologies.
· Analyze problems and develop solutions to meet customer needs; may involve writing custom code.
· Follow team specific DTS guidelines for product group engagement to ensure timely resolution of customer issues.
· Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
· Learn prerelease products in area(s) of support responsibility in order to support them when released.
· Identify and report both software bugs and customer suggestions.
· Write technical articles and sample programs for Microsoft's knowledge base.
· Answer related Newsgroup postings for managed and unmanaged customers.
· Learn entire product or product family supported and continually improve personal knowledge and skills.

Skills/Knowledge
Minimum:
· Excellent English communication skills both spoken and written.
· Excellent customer service skills.
· Very strong VB 6, VB.Net, C# or VC and knowledge of 1 or more scripting language.
· Industry programming experience in building Windows or Internet applications.
· Basic knowledge of .NET Framework security.
· Knowledge and experience of the Microsoft Windows platforms, including the registry and file system structure and troubleshooting.
· Problem solving skills.
· Ability to work through ambiguity and independently when other resources are not available.


Preferred = DSW
· Excellent development knowledge and industry experience in Windows programming using C or C++, Visual Basic 6.0, Visual Basic.Net, or Visual C#.Net are required.
· Knowledge of installing and administering Exchange, or Sharepoint Portal Server is required.
· Excellent development knowledge and industry experience in Windows programming using C or C++, Visual Basic 6.0, Visual Basic.Net, or Visual C#.Net are required.
· Excellent development knowledge and industry experience in web development using VBScript/JavaScript, ASP, and ASP.Net are required
· Excellent development knowledge and industry experience in web development using VBScript/JavaScript, ASP, and ASP.Net are required.
·
· Extensive Windows application debugging knowledge in kernel-mode and user-mode is desired.
· Thorough understanding of Windows internals and network architectures is desired.
· Application development support experience is desired.
· Knowledge of programming with Windows messaging system, Exchange, Outlook using CDO, MAPI, Outlook Objects Model, XML, WEBDAV, ADO, EXOLEDB is a plus.
· Knowledge of Sharepoint development using PKMCDO, and custom web parts is a plus.

Experience
Minimum:
· 1 - 2 years experience in customer service required; this can be in a non-technical discipline.
· 1 - 2 years development experience in areas listed above.

Preferred:
· Experience providing real-time technical support to customers.
· Experience programming and debugging computer software.

Education
· A BA/BS degree in Computer Science, Computer Engineering, Mathematics, Physics, Electrical Engineering, or similar discipline is preferred, though comparable knowledge and proof of learning ability, through job experience, is also acceptable. email resume for this position:kbs@kbsconsultants.com
 

Microsoft Windows Server Support Professional

JOB SUMMARY
The Support Professional is responsible for providing quality support for Microsoft Windows Server with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to Microsoft customers.

MAIN RESPONSIBILITIES
Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft software products. Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborates with Tech Leads and escalation resources when appropriate. Report software bugs and customer suggestions.
Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently. Consistently shares best practices with team members. Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver "in depth" technical training to other engineers.
Write complex technical articles and sample programs for knowledge base.
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
KNOWLEDGE AND SKILLS
Good Communication Skills - Spoken and written English (including technical writing)
Excellent demonstrated customer service skills
Effective learning skills
Works well in a team environment
Strong problem-solving skills
Background in Technical Training

Experience
Five or more years experience in systems development, network operations, software support or I.T. consulting.
Three or more years industry experience with Microsoft products
Strong knowledge of Microsoft® Windows 2000 Server and Windows 2000 Professional
Four or more years industry experience with Microsoft Server products (preferred)
Strong knowledge of UNIX or other operating systems (preferred).

Education
B.S. degree in C.S. or E.E. or equivalent
MCSE - Windows 2000
Graduate degree in C.S. or E.E. or equivalent (preferred)
MCSE + I/ MCSD / MCDBA (preferred)
Additional Technology Certifications preferred - Cisco, Novell, Unix, Security, etc. (preferred)