This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
- 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 Role
We provide Identity support for the most critical enterprise customer and partners running our Microsoft 365 Cloud services. We are looking for true technical leaders to join us and lead the way! We are looking for engineers who are relentlessly customer-centric, problem-solvers, strong collaborators, and risk-takers that embrace that challenger mindset. We’re looking for someone who embodies customer obsession and empathy. Someone who is adept at getting to the root of the issue, regardless of where the code base resides. Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate of driving bigger impacts – being increasing customer values, improving diagnostic tools and/or driving product feedback.
As a Support Escalation Engineer you will be responsible for providing quality support for Intune with a high degree of customer happiness; provide responsive and reliable technical solutions and information to our frontline teams and to Microsoft customers.
The Impact You’ll Be Making
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 by working closely with support teams. 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
The Support Escalation Engineer’s primary responsibilities include:
- Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on Intune product and services representing Microsoft, communicating with enterprise customers via telephone, written correspondence, or electronic service regarding technically problems identified in Microsoft software products and manage relationships with those customers.
- The potential candidate should be able to handle technical complex issues as well as politically charged situations requiring the highest level of customer skill.
- Handles customer issues through collaboration, resolution, or escalation to provide a great experience.
- Drives his or her own case-wellness and ensures that key stakeholders and customers are up-to-date on the resolution status of their issue, through effective written and verbal communication.
- Ability to constantly be learning as the product evolves continually.
- Be able to work and collaborate with internal teams including engineering group effectively.
- Research unchartered and undocumented areas. It is a plus for the ideal candidate if it is someone that has a passion for coding and enjoys occasionally writing code in efforts to understand. Familiarity of compiling and development environments would be great.
Qualifications
- At least 5 years of IT or Technical Support experience (in Tier 2 / Tier 3 Intune support).
- degree in Computer Science or equivalent experience.
- Demonstrated technical competence with Microsoft Active directory & Identity Technologies
- Understanding of Microsoft Cloud (Azure/Office 365) and Windows Server products or other application server product family, especially Microsoft Azure AD, ADFS
- Troubleshooting skills in network and DNS
- Troubleshooting skills in AD FS (Active Directory Federation Services)
- Troubleshooting skills on at least one of the Microsoft Synchronization Engines, FIM/MIM, DirSync, AADSync or AAD Connect
- The ability to read and analyse network traces
- Basic knowledge of EXO or SPO when integrated with Azure AD
Experience in one or more of these areas desirable
- Prior knowledge of Windows Server and other networking products and/or networking operating systems
- Conversationalist level of knowledge of all Microsoft products used in an enterprise environment
- Good understanding of and ability to trouble Client Authentication related issues
Language Qualification
English Language: fluent in reading, writing, and speaking.
