Microsoft Technical Support Engineering - Identity ARR 

Costa Rica, San José 

375596564

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.
• Proficient knowledge of Microsoft Windows Servers and Client Operating Systems
• Knowledge of Azure B2C, B2B, MFA and Conditional Access
• Troubleshooting skills on at least one of the Microsoft Synchronization Engines, FIM/MIM, DirSync, AADSync or AAD Connect
• Business level fluency to read, write and speak English
• Availability to work on weekends or late shifts as needed

Additional or Preferred Qualifications

• 3+ years of technical customer support experience
• 3+ years of technical experience in three or more of the following:
  • Windows System Administrator with good Active Directory knowledge and troubleshooting skills
  • Troubleshooting skills in AD FS (Active Directory Federation Services) or other identity providers
  • Knowledge related to Microsoft Office 365 Cloud Services/Azure Active Directory
  • Knowledge of Azure Graph/Rest API
• Competent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
• Reliable foundation and background in Microsoft products and technologies
• Troubleshooting skills in Network and DNS
• Familiarity with packet sniffers: Fiddler or Network Monitor/Message Analyzer
• Passion for technology, problem solving, and customer supportability
• Ability to understand the customers best interests in terms of problem impact
• Ability and motivation to learn behaviors of unfamiliar components/technologies as needed
• Ability to discovery, recognize and assess alternate solutions to a problem
• Leadership - handle technically challenging and politically tough customer situations
• Proficient communications skills - ability to present complex technical issues clearly and concisely to a general audience
• Ability to drive discussions remotely with authority
• Ability to develop and nurture relationships over long distances and remote technologies like MS Teams
• Ability to work collaboratively
• Logical and critical thinking
• Ability to deal with ambiguity

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.

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