Technical Support Engineer

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 Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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

• You own, investigate and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

Readiness

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Qualifications:

Requirements

We are looking for an experienced technical support and consulting professional with a background in information technology and a passion for communicating and problem solving. The ideal candidate will have:

Softer Skills

• Excellent skills in active listening
• Clear and concise communication
• Self-motivated problem solver. Enjoys finding solutions to complex problems, but with the ability and knowledge to work with close and extended teams to escalate larger issues.
• Ability to respond effectively to a dynamic online environment; shows curiosity for campaigns and demonstrates the ability to learn and apply new product and marketing information required to help the customer.
• Confidence and competence to stay focused in a demanding fast-paced environment.

Technical

Experience and confidence to work within the following technology:

Windows System Administration, Configuration, including a good basic understanding of:

• Registry
• File Storage
• User Accounts and Access Control
• Event Logs and Auditing
• Performance, Resource Monitor
• Networking (TCP, IP)

Additionally, proficiency in several of these domains (and eagerness to learn more):

• Automated installation of Windows
• User Profile management
• Windows Update management
• Kerberos and delegation
• Bitlocker administration
• Windows Shell configuration and management
• Windows Activation, Licensing
• Remote Desktop Services configuration and management
• Clustering
• Printing configuration and management
• Resilient Storage technology (clustering, storage spaces)
• Server management tools
• Hyper-V management and VM deployment
• Application installation and management
• Windows backup and VSS
• PowerShell scripting
• Active Directory topology and management
• Network Tracing and analysis
• Public Key Infrastructure (PKI) deployment, management
• Remote File Systems (SMB)
• Group Policy management
• DNS deployment, management
• Troubleshooting hangs and crashes in Windows
• Network Virtualisation (Hyper-V, SDN)
• Troubleshooting performance issues using PerfMon and other tools

Language Qualification

Essential: English Language: fluent in reading, writing and speaking.

Desirable: Fluency in German, French, Italian language skills.

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.