Customer Service & Support
· Do you want to empower every person and every organization on the planet to achieve more?
· Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
· If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
· Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
· Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
· Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
· One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
· Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
About the Support Engineer Role:
Support Engineers (SE) serve as frontline technical resources for Microsoft’s 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.
Responsibilities
· Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
· Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
· Act internally as a customer advocate.
· Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
· Advise customers on how to gain additional value from their Microsoft products.
· Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
· Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Qualifications
Required Qualifications:
· Great communication skills and fluency in both written and spoken English
· Good collaboration skills in a team-oriented environment
· Passion for technology and for continuous learning
· Motivated by offering the best customer experience and promoting a relationship based on trust
Technical Acumen:
We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence. Also helpful is a strong technical background, experience, and knowledge in one or more of the technologies below:
Group 1 – Azure Monitoring:
Required:
o Windows or Linux Event Logs/Syslogs
o Windows or Linux Performance analysis using built in performance counters
o Windows or Linux Patch and Security Update Management
o Network connectivity for both private and public networks
Experience in one or more of these areas desirable:
o Web app development in C# or Java programming
o application development or support
o Containers solutions such as Docker or Kubernetes
o Automating Operating System tasks through the use of Powershell, Python, or similar scripting language
Experience in one or more for the following Azure Monitoring business is a plus :
o Azure Automation
o Azure Log Analytics
o Azure Monitor Alerts
o Azure Application Insight
Group 2 – ABRS:
2+ years' experience in system development, network operations, software support or IT consulting.
Solid foundation and background in Microsoft products and technologies like Windows (server and client), Hyper-V, Networking, SQL
Knowledge related to backup and disaster recovery solutions
Understanding of Microsoft Azure platform, specifically use of Microsoft Azure Backup agent and IaaS VM Backup together with Microsoft Azure Site Recovery and Azure Migration
Knowledge related with 3rd party solutions like VMware, Linux Operating systems.
Group 3 - Security:
Experience in Network Security Engineering or consulting, and/or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics
Customer facing support experience
Experience in Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration
Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Group 4- Identity
Required Experience
5+ years of customer facing support experience
Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.
Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Experience in one or more of these areas desirable:
Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
OS Internals concepts, load balancing, geo-redundancy, CDN and VPN 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.
