Enterprise Platforms Support (EPS)

Enterprise Platforms Support (EPS) is one of the largest service clusters at Microsoft India GTSC and is a part of a global network that has annual touch points with over 50 million customers across North America, Europe, Asia Pacific, Middle East and South Africa. EPS provides services to the Enterprise Customer segments; it supports Microsoft Customers 24x7, 365 days.

The Enterprise Platforms Support team provides high-end technical support to system/network administrators working on Windows Server 2003\2008\2008 R2\2012, along with Windows Client Operating Systems such as Windows 7 and Windows 8. Issues that an engineer would troubleshoot consist of server down-no boot-hang situations, complex active directory replication, kernel memory leaks, IPSEC configuration, DNS, VPN/RADIUS, WSUS and server products such as ISA, SCCM/MOM/SCOM. Our engineers engage with customers to understand their technical environment, use trace analysis, source code review, and other debugging tools to analyze the problem and arrive at a solution. This includes working with the product development group to fix bugs or design change requests.

To sum up what we do – “Our business is like the emergency room at a hospital. We don’t know what is in the next case, but we are committed to providing a resolution and serving as trusted advisors to earn our customer’s trust and loyalty.” We cannot think of a time or place we would rather be in than right here, right now at Enterprise Platforms Support!

Products we support

  • Windows Server 2008
  • Windows Server 2003
  • Windows Server 2008 R2
  • Windows Small Business Server
  • Windows 7
  • Microsoft System Center Operation Manager
  • Microsoft System Center Configuration Manager
  • Microsoft System Center Data Protection Manager
  • Microsoft System Center
  • Microsoft Forfront
  • Microsoft Internet Security & Acceleration Server
  • Windows Server 2012
  • Windows 8
  • Troubleshooting on Windows Server 2003/2008/2008 R2/2012/Windows 7/Windows 8
  • Operating System's performance and solving tedious Networking issues
  • Active Directory
  • System Center Configuration Manager (SCCM)
  • System Center Operations Manager
  • Small Business Server (SBS) and Server 2012 Essentials
  • Windows Failover Clustering
  • Printing Configuration on Windows
  • Hyper-V Clustering and Virtual Machine Management
  • Internet Security and Acceleration Server (ISA)
  • Microsoft Forefront

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Customers we engage with

At India GTSC, we work with a wide spectrum of customers, including System Administrators, System Engineers, CIOs (Chief Information Officer), CTOs (Chief Technical Officers), Directors, Network Administrators, Network Engineers, Security Engineers and Infrastructure Consultants.

Windows Server products, such as Premier, Professional, Personal and Home, are used in almost every enterprise by all customer segments. Windows is the biggest product segment for Microsoft, generating nearly 70% of its revenue.

From a broader perspective, a typical EPS case may comprise any issue in the operating system (OS). To give some examples – the user is unable to log on to domain; the user is unable to browse web sites (networking issue); the user faces issues in setting up/installing and deploying Windows across the enterprise; the CPU is spiking on the server and the performance is degrading; the enterprise systems are not syncing with domain controllers. A critical issue, since it arises from the base OS, would affect almost anything running on the machine, such as a database application or applications that the company employees use to do their job.

What does it take to be a part of the Enterprise Platforms Team

Qualifications, abilities, and experience should include:

  • Over 3 years of experience in administering Microsoft® Windows 2003/2008/2008 R2/2012 Servers
  • MCTS on Windows Server 2008, 2008 R2, 2012 (preferred)
  • Good English communication skills - spoken and written (including technical writing)
  • Excellent customer service skills and effective learning skills
  • Ability to work well in a team environment
  • Strong problem - solving skills
  • 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.)
  • Security – Firewalls (ISA), Antivirus & Anti-spam Software, Infrastructure Security Management, Vulnerability Analysis.
  • System Center Support – System Center Configuration Management, SCOM, MOM, SMS, Discovery Methods, WSUS, System Performance Management.
  • 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.