Microsoft Technical Support Engineer - Intune 

Costa Rica, San José 

26340652

Required/Minimum Qualifications

• 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.
• Experience troubleshooting mobile devices (Android and iOS).
• Experience in customer support via chat or phone.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
• Fluent in reading, writing and speaking English.

Other Requirements

• 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.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.
• Identity
  • Working knowledge of ADFS
  • Active Directory concepts such as Kerberos, LDAP, Certificates and Security Groups.
  • Working knowledge of Secure Token Services (ADFS or similar)
  • Experience with network connectivity
  • Knowledge of Cloud Identity (Azure Active Directory, AAD Sync, Role-based access control)
• Windows Networking
  • Working knowledge or networking with clear understanding of TCP/IP, including CIDR, routing and DNS; understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces
  • Familiarity with networking tools like ping, nslookup
  • Understanding of proxy servers, firewalls and VPN
  • Understanding of 3rd party VPN solutions
• App Dev
  • Programming background in PowerShell, C#, Java
  • Background in relational databases such as SQL
  • Familiar with Visual Studio or some other IDE
  • Debugging skills, aware of the concepts of a stack, crash and able to review and understand code flow

Response and Resolution

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
• Performs in-depth product troubleshooting and remediation when needed.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
• Embody our and