Customer Service & Support
In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action :
We are seeking people that think differently and are biased toward action to accomplish great things.
About the Support Engineer Role :
Support Engineers (SE) serve as frontline technical resources for Microsoft’s 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 day to day job 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 become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Required Qualifications :
Technical Acumen :
We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence.
Also helpful is a strong technical background, experience, and knowledge in one or more of the technologies below :
Group 1 Azure Monitoring :
o Windows or Linux Event Logs / Syslogs
o Windows or Linux Performance analysis using built in performance counters
o Windows or Linux Patch and Security Update Management
o Network connectivity for both private and public networks
Experience in one or more of these areas desirable :
o Web app development in C# or Java programming
o application development or support
o Containers solutions such as Docker or Kubernetes
o Automating Operating System tasks through the use of Powershell, Python, or similar scripting language
Experience in one or more for the following Azure Monitoring business is a plus :
o Azure Automation
o Azure Log Analytics
o Azure Monitor Alerts
o Azure Application Insight
Group 2 ABRS :
2+ years' experience in system development, network operations, software support or IT consulting.
Solid foundation and background in Microsoft products and technologies like Windows (server and client), Hyper-V, Networking, SQL
Knowledge related to backup and disaster recovery solutions
Understanding of Microsoft Azure platform, specifically use of Microsoft Azure Backup agent and IaaS VM Backup together with Microsoft Azure Site Recovery and Azure Migration
Knowledge related with 3rd party solutions like VMware, Linux Operating systems.
Group 3 - Security :
Experience in Network Security Engineering or consulting, and / or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics
Customer facing support experience
Experience in Windows Server, Windows Client, Active Directory and / or Azure Active Directory administration
Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
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.