Windows Technical Support

PRACYVA; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

PRACYVA in Krakow, Poland is hiring Support Engineers to serve as frontline technical resources for customers and partners. You will resolve complex issues, provide proactive guidance, and contribute to product quality while delivering an outstanding customer experience.

The role requires English fluency and hands-on Azure/AD experience; non-standard hours may apply. You will collaborate with engineering and management to escalate and resolve cases, and to share knowledge across teams.

Qualifications

• Must have fluent English reading/writing/speaking.
• Experience with Azure AD, ADFS, SSO and identity protection.
• Experience in Azure-based support or equivalent technologies.

Responsibilities

• Responsible for the complete customer support experience.
• Own, troubleshoot and solve customer technical issues, using collaboration and best practices.
• Identify cases that require escalation (technical or strategic).
• Create and maintain incident management requests to product/engineering groups.
• Contribute to case deflection initiatives and self-help assets to improve experience.
• Provide ramp activities, knowledge sharing and mentoring.
• Drive technical collaboration across Product Engineering, Services, Support, Regions.
• Lead or participate in building communities with peer delivery roles.

Skills

English Fluency

Active Directory

ADFS

SSO

Azure Identity protection

Conditional Access

Identity Management

O365 Identity

Azure MFA

Job description

Location: Krakow, Poland(100% Work from office role)

Shifts: 4 PM to 12 AM and 11 PM to 7 AM Poland time

Only EU Citizens required.

Fixed term contract, Sub-Contractors

Look for Immediate joiners to 15 days not more than that.

Support Engineers (SE) serve as frontline technical resources for customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. 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 over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your job, day to day, 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 work to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

• Responsible for the complete customer support experience
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of Customer Service & Support (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Qualifications

Required Qualifications:

• English Language: fluent in reading, writing, and speaking
• Technical skills and hands on experience in 2 or more of the following areas: Active Directory, ADFS, SSO configuration, Azure Identity protection, Conditional Access, Identity Management, O365 Identity, Azure MFA
• Technical experience and knowledge working in Azure technical support or equivalent technology
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
• Experience in one or more of these areas desirable
• Experience with Azure AD
• Ability to work non-standard hours, weekends and public holidays if required

Preferred Qualifications:

• 2+ years prior product, technical support customer facing experience
• Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting
• OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies