Public Sector, SharePoint and Unified Communications support (PSU)

Public Sector

The US Government is one of the largest customers across the Americas Time Zone with many unique support requirements. It is critical for Microsoft to accurately deliver to their expectations and maintain strict adherence with defined federal guidelines. Along with our CSS US counterpart, we play a critical role to maintain 100% compliance while delivering top notch business results. All possible specialties are dealt with by the Public Sector team, to name a few – Windows, Exchange, Lync, SharePoint, System Center, Outlook, SQL and Languages etc.

SharePoint

The SharePoint Support team provides business-critical support to enterprise customers and partners across various technologies. These encompass SharePoint Server, Project Server, Fast Search, ESP and InfoPath. This team supports customers around the clock for the North Americas.

Unified Communications

Communication systems play a critical role in today’s dynamically changing world. They are the lifeline for industries of all sizes for their intra and inter-organization communication needs for business. Microsoft Office Communications Server provides messaging and communications solutions to meet the needs of enterprise businesses across the globe. The team delivers Lync Server support for all Microsoft customers.

The PSU Support team provides support to customers on break-fix issues and advisory scenarios ranging across all three specialties listed above. Utilizing knowledge of the customer’s environment/ecosystem, they deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They effectively manage incidents to ensure timely and high-quality communication with customers and resolution of all kinds of issues. This, at times, also requires engaging resources from other product teams.

Customers we engage with

The customers that this team interacts with are varied, ranging from end-users to ISVs to Enterprise Corporations. They utilize our products as a part of their custom solutions; this also includes IT professionals deploying our products, solutions and technologies. The team’s support arms are spread across the globe and cater to customers from the Americas.

Public Sector: All Federal Government customers with varied products from Microsoft are supported by the Public Sector team across the Americas time zone.

Events and Happenings

Events and Happenings
Life is much more than just work, at work.

What it takes to be a part of the Public Sector, SharePoint and Unified Communications support team

Qualifications, abilities, and experience should include:

  • Engineering graduate with BE/B.Tech degree with over 3 years of technical expertise in Windows 2003/2008/2008 R2/2012 Servers, Messaging and related products, Working experience in Windows Active Directory Services and IIS
  • Good understanding of Networking Technologies and Concepts and adequate knowledge of SQL Server, Exchange server and SharePoint Server are desirable
  • Excellent exposure and hands-on experience on Microsoft Exchange Server administration, concepts, and Active Directory Infrastructure which includes DC/GC, FSMO roles, AD replication and Windows components such as DNS, WINS, DHCP, and Group Policy Objects
  • Understanding of Microsoft Exchange Designing and Mail Flow Architecture.
  • Excellent understanding of various migration techniques and high-availability concepts such as Active/Passive clustering, CCR, LCR and SCR; knowledge of Windows Backup, File Systems, Storage Systems such as Clusters/NAS/SAN works is an added advantage
  • Excellent understanding of Unified Messaging, SIP protocol, Enterprise Voice, VOIP, OCS, Lync, Lync Mobile and Integration concepts
  • Strong troubleshooting and problem solving skills, customer service skills and effective learning skills, customer handling experience on technical issue are desirable, ability to work through ambiguity and independently when other resources are not available
  • Good English communication skills - spoken and written (including technical writing), additional technology certifications - Cisco, Novell, Unix, Security etc. (preferred)

Critical exposure areas

  • Directory Services - ADS, Group Policies, FSMO Roles, DNS Zones, AD Replication, Authentication/Authorization, DFS, DFS Replication.
  • Networking - DNS, DHCP, WINS, TCP/IP, IP sec, Wireless, Server Message Block, IAS, Network Load balancing, Routing and Remote access and Analyzing Network traces (Netmon, WireShark, etc.)
  • System Center Support – System Center Configuration Management, SCOM, MOM, SMS, Discovery Methods, WSUS, System Performance Management.
  • Security – Firewalls (ISA), Antivirus & Anti-spam Software, Infrastructure Security Management, Vulnerability Analysis.
  • Performance - System Performance, Terminal Services, COM / DCOM/ WMI, Printing, Windows Installer Service, Windows Internals, Application Compatibility, Memory Management, Debugging.
  • CORE - Windows Backup & NT Backup, Storage (RAID, SAN, NAS, Disks), Windows Clustering, Windows Deployment (RIS, WDS), Virtual PC, Virtual Server, Hyper-V, Troubleshooting Blue Screens and Windows registry.
  • SharePoint Server- SharePoint, Active Directory services and IIS, Networking, SQL
  • Project Server- Project Server, Active Directory services and IIS, Networking, SQL
  • Outlook- Outlook, Windows Server (2003 and above) platforms and business applications, Active Directory services Networking
  • Experience on all versions of Exchange Server, well-versed in Messaging Ecosystem Administration Concepts