Technical Support Engineer

Job Title: Support Engineer 

Overview:  

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission. 

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. 

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. 

Support Engineers (SE) serve as frontline technical resources for Microsoft 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. 

Job qualifications:  

Language Qualification 
English Language: fluent in reading, writing and speaking. 

Required 
• 7+ 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, Azure AD/Entra ID, 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.