OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
ResponsibilitiesResponse and Resolution
• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
• Performs in-depth product troubleshooting and remediation when needed.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness:
• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
Product/Process Improvement:
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Other
QualificationsRequired Qualifications:
• 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
o OR 3+ years of technical support, technical consulting experience, or information technology experience
o OR equivalent experience.
• Experience working with Windows Server management tools (MMC, Server Manager, RSAT, Windows Admin Center, Azure Arc, etc.)
• Proficient in deployment, management and troubleshooting on Azure Stack HCI, Hyper-V, Containers & Kubernetes, Windows Failover Clustering, Backup and Restore tools
• Knowledge of Hyper-V and virtual machine (VM) deployment, management, and troubleshooting or its counterpart such as Vmware, Nutanix, etc.
• Exposure with storage performance and reliability tracing and troubleshooting (Storport, iSCSI, MPIO, etc.)
• Basic knowledge of Azure Portal, Resource Group creation, NSGs, PaaS SaaS IaaS
• Language Qualification: fluent in reading, writing and speaking English
Other:
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:
• Experience configuring and troubleshooting backups using VSS and Windows Server Backup.
• Managing, configuring and troubleshooting containers and Kubernetes.
• Understanding MSDTC and file shareing services.
• Isolating performance issues using Performance Monitor (Perfmon) counters, Windows Performance Recorder (WPR) and other tools and techniques.
• Deployment, management and troubleshooting of Azure Local (formerly known as Azure Stack HCI).
• Troubleshooting hangs, crashes and other impactful events in Windows using specialized tools and techniques to collect and analyze various types of data including memory dumps.
• Reviewing various types of data including event logs, performance monitor captures, network traces and cluster logs.
• Experience with creating, managing and troubleshooting of Windows Failover Clustering (WFC).
• Managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities.
• Identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP, SMB, UDP, RDMA, etc.).
• Understanding and basic troubleshooting of Active Directory Domain Services (ADDS) and Domain Name Service (DNS) hierarchy, object management and permissions.
• Reviewing Group Policy Object (GPO) settings for conflicts and understanding of Group Policy hierarchy.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
#CES #CSS #SCIM #CyberDefender
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
