Technical Support Engineer
Job Summary
Job Description
- 3+ years tech support experience or Bachelor's degree + 1 year experience
- Azure technical support experience
- Experience with Active Directory, ADFS, SSO
- Experience supporting large enterprise environments (1000+ users)
- Strong troubleshooting and problem-solving skills
- Windows System Administration
- PowerShell scripting
- Azure 533 certification
- Knowledge of PKI and Authentication protocols
- Experience with ADFS
- Hybrid work (up to 50% remote)
10 skills required
Job Details
Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
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 Microsoft’s 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.
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.
Qualifications
Required
3+ years technical support, technical consulting experience, or information technology experience OR Bachelor''s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
• Prior product, technical support customer facing experience.
• Technical experience and knowledge working in Azure technical support or equivalent technology.
• Technical skills and hands on experience in 2 or more of the following areas: Active Directory, ADFS, SSO configuration, Azure Identity protection, Identity Management, O365 Identity, Azure MFA.
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Experience in one or more of these areas desirable
• Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
• OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.
Minimum requirements:
3+ years technical support, technical consulting experience, or information technology experience OR Bachelor''s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Preferred Qualifications:
• 2+ years prior product/technical support customer facing experience.
• Technical experience and knowledge working in Azure technical support or equivalent technology.
• Technical skills and hands on experience in 2 or more of the following areas: Active Directory, ADFS, SSO configuration, Azure Identity protection, Identity Management, O365 Identity, Azure MFA.
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Experience in one or more of these areas desirable
• Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
• OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.
•Strong Experience in Active Directory Services (including ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc.)
•Exposure to cloud technologies like Azure (Identity management) and ADFS.
•Azure / Azure Active Directory hands on and troubleshooting experience.
•Azure 533 certification preferred.
•AADConnect, O365 and Exchange Online technologies knowledge preferred.
•Knowledge of PKI and Authentication protocols.
•Experience and understanding of ADFS.
•Comfortable with PowerShell scripting and commands.
•3+ years of experience in administering Microsoft® Windows 2008 and Windows 2012 Servers.
•Good English Communication Skills - Spoken and Written (including technical writing)
•Strong Trouble Shooting and problem solving skills
•Excellent customer Service skills and effective learning skills Critical Exposure areas & Technical Specifications:
•Trouble shooting and problem solving skills.
•Good Active Directory foundation and fundamentals.
•Troubleshooting complex scenarios within Active Directory \ Windows Networking, Replication, DFSR, Group Policy management and Public Key Infrastructure (PKI) \ Certificate Services.
•Additional Technology Certifications – Cisco, Unix, Security etc. (Good-to-have)
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.
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.
• Responsible for the customer support experience with Microsoft
• 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 CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
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