Service Engineer - CTJ - Poly

Do you have the passion and creativity to solve the most challenging problems within one of Microsoft’s most critical and highly secure environments? We are looking for a Service Engineer who can be a champion in the front lines of live-site support as well as an innovator of support solutions to the Office 365 government cloud service offerings. 

Office 365 is at the center of Microsoft’s cloud first, devices first strategy as it brings together cloud versions of our most trusted communication and collaboration products like Exchange, SharePoint, and Teams with our cross-platform desktop suites and mobile apps. The Office 365 Enterprise Cloud team works with Microsoft’s largest enterprise and government customers to deliver features that meet their specific needs and enable cloud adoption. As you would expect, our customers have the highest expectations for feature quality, security, reliability, availability, and performance. 

As a Service Engineer for Office 365, you will join a talented and dedicated team focused on resolving critical issues. Success in this position comes from utilizing your technical expertise, sound judgement, intuition, strong communication and quick decision-making abilities to handle tasks and resources during emergencies. You will develop mitigation strategies, repairing issues, collaborating with other engineering teams and escalating issues to appropriate stakeholders.  

At Microsoft, we can offer you a collaborative team, exciting challenges, and a fun place to work. The work environment empowers you to have a positive impact on millions of end users. 

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.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ year(s) technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience

Other Requirements: 

Other Qualifications:

Security Clearance Requirements: Candidates must be able 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:  

• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.   
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.
• Management Information Systems (MIS), Microsoft Certified Solutions Expert (MCSE)/Microsoft Certified Solutions Developer (MCSD), or other Engineering Certifications. 

Service Engineering IC2 - The typical base pay range for this role across the U.S. is USD $81,900 - $160,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $105,600 - $174,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until January 4, 2025

#M365CORE

• Responds to incidents during regular on-call rotations by identifying the level of impact, troubleshooting basic issues, and deploying appropriate fixes to resolve root cause(s). Alerts product teams or owners to major customer impacting issues and escalates the resolution of complex issues and/or those affecting multiple components or features to other engineers as needed. Shares details related to incidents and their resolution through postmortem reports and during regular review meetings.
• Assists in the implementation of reliable, scalable, and high-performance solutions across teams. Contributes to design documents. Owns implementation plans. Maintains quality checklist and related documentation with guidance from other engineers.
• Monitors and takes action on telemetry data and performs basic analyses to triangulate failures that are affecting the system availability, reliability, performance, and/or efficiency, with guidance from other engineers. Develops scripting and/or automation used in monitoring based on observations.
• Actively seeks to develop an understanding of key learnings, insights, and best practices that can be applied to improve development and operations of the system, platform, or product components and features by participating in design reviews, incident drills and debriefs, and regular meetings, as well interactions with more experienced Service Engineers and members of product engineering teams.