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.
As a Security Support Engineer , you will be an elite member of a customer-facing security support team working on resolving complex issues with state-of-the-art security technology as Azure Cloud and other On-Premises Microsoft Security products. Microsoft is investing $2 billion in security. We have a globally distributed cloud infrastructure— exceeding 100 datacenters with more than a million-physical server. Combining that with security response experts from across the company that help protect, detect, and respond 24/7 to security threats against our infrastructure and services in real time, we are committed to create a safer world for digital transformation
Responsibilities
- Scope a customer 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
Soft Skills
- Fluency in English is mandatory. Knowledge of any additional language ( German, French, Italian or Spanish) will be considered a great competetive advantage.
- Adaptability, flexibility and the ability to provide solutions under pressure and tight deadlines.
- Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft.
- A self-motivated and independent thinker that shows initiative and routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
Technical requirements
The role would require you to specialize in just ONE of these three skill groups:
1. Endpoint Protection
- Demonstrated experience with Anti-Malware technologies and/or Systems Administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
- Knowledge and understanding of the internals of the Windows Operating System fundamentals (Processor, Memory, Processes and Registry) and/or Network Technologies (TCP/IP, VPN, Proxy)
- Hands-on knowledge in cloud technologies
Knowledge of the following technologies will be considered a strong competitive asset:
- Linux and/or Mac administration
- Experience with scripting and/or programming
- Knowledge of Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration
2. Threat Analytics
- Demonstrated industry experience with Microsoft products, highly familiar with O365 and Azure
- Knowledge and understanding of network technologies (TCP/IP, VPN, Remote Desktop, DNS)
- Experience with scripting and/or programming – advantage
- Experience with Linux-based environments.
3. Azure Information Protection
- Demonstrated experience in Network Security Engineering or consulting, and/or Systems Administration with focus on security (this should include experience with endpoint security, server security and/or identity management
- Solid understanding of Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration
- Demonstrated knowledge of cloud technologies with any of the major cloud providers, including security, identity, networking, migration of mulit-cloud or hybrid deployments.
Knowledge of the following technologies will be considered a strong competitive asset:
- Linux and/or Mac administration
- Automation (PowerShell and/or Python, Java, or a similar language)
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.
