Microsoft Security Intune Customer Engineer

Microsoft; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A major technology company in the United Kingdom is seeking an individual to enhance the customer experience by partnering with engineering teams on design reviews and troubleshooting service issues. The ideal candidate will have experience with Windows 11 and cloud services, as well as strong problem management skills. This role emphasizes collaboration across multiple teams, thus excellent communication skills are essential.

Qualifications

• Experience with production systems on Windows 11 and cloud-based services.
• Background in customer support or operations related to cloud services.
• Ability to meet security screening requirements.

Responsibilities

• Partner with software engineering teams for supportability and design reviews.
• Lead efforts in troubleshooting service availability issues.
• Define and analyze metrics on system performance.

Skills

Production systems on Windows 11

Customer support operations

Cloud-based services

Troubleshooting skills

Job description

Responsibilities

• Partner with the Software Engineering team to review architecture/design and provide feedback and guidance related to customer experience, support, and customer impact.
• Lead supportability efforts and troubleshoot service availability issues.
• Define metrics and analyze system performance.
• Drive process improvements within the team and the larger organization.
• Coordinate actively across multiple support teams.
• Collaborate with software engineering and production support teams to resolve issues.
• Manage bugs/DCRs related to problem management tickets.
• Identify costs associated with each problem management ticket.
• Document processes, methodologies, and technical instructions for Support Groups based on problem management findings.
• Enable customer support teams and partners in various technical subjects.
• Identify trends from customer calls and community data to drive product improvements.

Qualifications

Required Qualifications:

• Experience with production systems on Windows 11, Mobile Device Management, cloud-based services, and Autopilot deployments.
• Experience in a customer support or operations role with cloud-based services.

Other Qualifications:

• Ability to meet security screening requirements, including passing the Microsoft Cloud Background Check.

Preferred Qualifications:

• Experience leading supportability and troubleshooting for high availability enterprise systems.
• Excellent communication skills.
• Ability to handle ambiguity in a fast-paced environment.
• Sound troubleshooting skills in Client Support, Hardware/OS, and Networking.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to various protected characteristics. For assistance or accommodations due to disability, please contact us via the Accommodation request form. Benefits and perks may vary by employment nature and location.