Support Engineer

Job Description

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.Your Responsibilities 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 (e.g. swarming) Identify cases that require escalation (either technically or strategically) Create and maintain incident management requests to product group/engineering group Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience Provide ramp activities, knowledge sharing, technical coaching and mentoring Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions) Lead or participate in building communities with peer delivery roles; may be workload or specialty specific, Language QualificationEnglish Language: fluent in reading, writing and speaking.Required Qualifications: At least 4 years of IT or Technical Support experience (in Tier 3 support).B.S. degree in Computer Science or equivalent experience.Requirements:At least 4 years of experience in technical /product /software support, systems development, network operations, IT admin, IT consulting, or any customer-facing work experienceEducationB.S. degree in C.S. or E.E. is preferredMCSE + I/ MCSD / MCDBA is a plusPreferred Technical Qualifications: Experience with Azure Backup, Azure Site Recovery, Azure Migrate and System Center Data Protection Manager.Working knowledge of Hyper-V, Active Directory and VSS Writers.4+ years experience in system development, network operations, software support or I.T. consulting4+ year s industry experience with Microsoft Windows operating systems both current and legacy (preferred) and System Center Suite4+ years of strong technical troubleshooting experienceWorking knowledge of System Center Data Protection ManagerStrong knowledge of IOS, Android, Linux, UNIX or other operating systems such as Apple OS.Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows ServerAbility 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 every two years.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keyskills :
lansubject matter expertstroubleshootingit consultingoperating systemsoffice 365system centerswitchesactive directorynetworkingcomputer scienceproduct quality