Job Description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoftxe2x80x99s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customersxe2x80x99 expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoftxe2x80x99s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 Microsoftxe2x80x99s 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 50% from home.
Microsoftxe2x80x99s 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 customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Are you interested in the cloud business? The Windows Azure Platform is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centres, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.
Cloud Traits:
Cloud Focus: These customers and products are our future even if they cannibalize our present
Cloud Speed: Cloud products change much faster than on-premises products, so readiness requires a new mentality
Cloud Ownership: We own the switches, the drives, the servers, and the service code xe2x80x93 we should be able to fix anything that happens
One Microsoft: Support boundaries are (almost) obsolete in the cloud, so letxe2x80x99s not use them to negatively impact the Cloud Experience
Cloud Evangelism: The Cloud is new and can seem scary, so we need to encourage customer and engineers to adopt it
Responsibilities include:
The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.
The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.
Qualifications:
Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience

o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Language Qualification:
English Language: fluent in reading, writing and speaking.
Technical Skills
Technical depth in the current technology and willing to learn new skills.
Knowledge of one of the following domains is preferred but not mandatory: Windows Networking, Windows Azure Platform (Networking), Operating System and Virtualization.
Windows Azure Platform:
xe2x80x93 Knowledge of Windows Azure Platform services
xe2x80x93 Azure Platform development and deployment concepts
xe2x80x93 Familiarity with troubleshooting
Networking:
xe2x80x93 Familiarity with networking concepts including VIPs, NAT, DNS, Routing, Switching
xe2x80x93 Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
xe2x80x93 Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
xe2x80x93 Understanding of the OSI model and related concepts
Operating System/Virtualization:
xe2x80x93 Familiarity with Active Directory, Security, OS Internals concepts
xe2x80x93 Understanding of Virtualization concepts and virtual system administration
xe2x80x93 Experience with Hyper-V configuration and administration
Soft Skills:
- Leadership - handle technically challenging and politically hot customer situations
- Strong communications skills - Excellent spoken and written English communication skills
- Effective, polished interaction with customer to gather information
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
- Understanding of cloud vs. on premise computing.
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 . '