This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
Are you interested in the cloud business? Do you want to take Microsoft customers on the journey to success as they transition to cloud platforms and services?
In Support Engineering we're about helping customers realize their potential, from gamers to governments, mums to mega-corporations, we serve just about every kind of customer all over the globe.
We are a community of engineers who have effective relationships with many amazing customers. In this role you will be curious and intuitive in your approach, with a passion for customer service.
The role requires empathy, a passion for learning, excellent communication skills, the ability to think differently than the crowd, and a genuine desire to help people do their best.
The role provides great scope for career development opportunities within Microsoft.
The Support Engineer provides technical support regarding Intune (and Enterprise Mobility Suite) to enterprise customers, partners, internal staff and / or others on critical issues experienced with Microsoft technologies.
Deliver technical support to Intune Services (which may overlap with System Center Configuration Manager in hybrid scenarios), the technologies that surround them including Networking, Directory Services.
A Support Engineer is responsible for providing quality support for Intune with a high degree of customer happiness, provide responsive and reliable technical solutions and information to Microsoft customers.
For more about Intune, see here -
Positively represent Microsoft and communicate with corporate customers via telephone, email, Teams in regard to finding solutions for technical problem identified in Microsoft products
As a member of a team, pursue technical problems in the enterprise space, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed.
Frequently, these problems are politically charged situations, as well, requiring the highest level of customer service
Responsible for managing the relationship with these customers and thoroughly documenting their cases
Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions
Write technical articles and blogs for guiding other team members and customers
Consistently share best practices
Good Communication Skills - spoken and written English- German, French, or Italian would be a plus
Excellent customer service skills and customer focused attitude
Three or more years of experience in systems deployment / admin, network operations, software support or IT Consulting
Effective learning skills and the ability to learn on the go
Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment / decision making ability
Genuine passion for technology and desire and aptitude to increase technical skill level required
Strong knowledge of : any Windows OS, Mobile device OS, Client / Server knowledge, understanding of Cloud services
Recent work experience in a customer facing support role
Experience of building relationships with customers
Ability to build the trust of a community
Self-motivation and an ability to use initiative
Flexibility and ability to adapt to ambiguous and changing situations
Identify system problems and recommend solutions to improve processing efficiency and stability
Ability to manage multiple priorities, commitments and projects
Must have excellent organizational and time management skills
Excellent interpersonal skills and the ability to work in a team environment and interact with all levels of management as well Partners and customers
Preferred skills :
Intune and SCCM
Group Policy configuration and Advanced Group Policy Management (AGPM)
Software and Patch Deployment
Operating System Deployment
Configuration of client endpoints and endpoint management
Ability to identify areas of improvement to continually improve service quality and reduce costs
Self-starter, pragmatic, flexible and comfortable with ambiguity, able to align business and Digital Technology Group vision to deliver clarity
AD DS knowledge
Windows client deployment knowledge’
What to expect?
Work is office-based, but occasionally there is the need to travel to attend meetings
Collaborating with colleagues across teams, time zones and technologies, working closely with brilliant Support engineers, product groups and progressive customers
We work with a diverse range of customers, from small dev shops and independent software vendors (ISVs) to blue chip organisations
Resolving customer technical problems
Opportunity for personal growth.