Technical Support Engineer

Microsoft; Montreal; Remote; CAD 69,000 - 131,000; Full time

Job summary

Microsoft is looking for a Technical Support Engineer to join its Customer Service & Support team. This role involves troubleshooting customer technical issues and requires a passion for delivering customer success. Candidates should have 3+ years of relevant experience or a Bachelor's degree in IT. This position offers flexibility with remote working options.

Qualifications

• 3+ years technical support, consulting or IT experience required.
• Or a relevant degree with 1+ year experience.
• Bilingual in English and French is a plus.

Responsibilities

• Own, troubleshoot and solve customer technical issues.
• Utilize troubleshooting tools to resolve customer issues.
• Collaborate on cross-team technical issues.

Skills

Technical support

Problem-solving

Collaboration

Research skills

Bilingual proficiency

Education

Bachelor's Degree in Computer Science, Information Technology (IT), or related field

Job description

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 customer 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.

This role is flexible in that you can work up to 100% from home.

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.

Responsibilities

Response and Resolution

• Reviews complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools 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. Develops readiness content. Mentors new Technical Support Experts. Develops intermediate level competence on support topics.
  
  

Product/Process Improvement

• Provides feedback to more upper-level 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 upper-level 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

Embody our culture and values.

Qualifications

Required Qualifications

• 3+ years technical support, technical consulting experience, or information technology experience
• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
  
  

Other Requirements

• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports Canadian federal, provincial, and/or local Canadian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
• 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.
  
  

Additional / Preferred Qualifications

Experience in one or more of these areas desirable:

• Clustering, Resilient Storage technology (clustering, storage spaces)
• Hyper-V management and VM deployment
• Windows backup and VSS, PowerShell scripting
• Active Directory topology and management, Network Tracing and analysis
• Network Virtualisation (Hyper-V, SDN)
• Billingual proficency in verbal and written communication both english and french is a nice to have.
• Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work.
  
  

Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $69,600 - CAD $130,900 per year.

Find Additional Pay Information Here

https://careers.microsoft.com/v2/global/en/canada-pay-information.html

Microsoft will accept applications for the role until April 28th, 2025

#CES #CSS #AppsInfra #WindowsCommercial

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.