Technical Support Engineering
Microsoft · Posted Oct 23
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Customer Service & Support (CSS) organization within Microsoft's Customer Experience and Success (CE&S) team delivers support experiences for consumers, businesses, and partners using Microsoft AI technology. The role is a Technical Support Engineer who owns, troubleshoots, and resolves customer technical issues, primarily via phone and email. The engineer collaborates with product engineering and stakeholders to handle complex cases, escalations, and incident management.
What you will do
- Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
- Identify cases that require escalation, either technically or strategically
- Create and maintain incident management requests to product group/engineering group
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles
Skills used in this role
What the employer is looking for
- Problem isolation and solving techniques.
- Ability to navigate highly complex technical and political issues requiring expert product or service knowledge.
- Act as a subject matter expert regarding product / configuration.
- Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.
- Strong collaborator across the business, including our Development Teams.
- Ability to receive feedback and recognize areas of improvement.
- Keeps stakeholders informed to ensure customer success.
- Demonstrates ability to consistently make and keep commitments to customers and team members.
- Effective time management by utilizing available time to progress current cases forward.
- Proactively looking for opportunities to contribute to the success of the team.
- Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
- English Language: fluent in reading, writing and speaking.
- 4+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies
- Experience working with Skype for Business, Microsoft Teams, Windows Server and Active Directory
- Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies
- Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preferred qualifications
- Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams
- Hands on Experience on Teams Admin Center and M365 Admin Center
- Experience in Office 365 Authentication and voice offerings
- Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
- Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions
- Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications
- Experience troubleshooting and resolving problems on Microsoft Teams, Hybrid environments set up with Skype for Business Server 2015-2019
- Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools
- Certified in MS700, MS720
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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