Microsoft Technical Support Engineer 

Canada, British Columbia, Vancouver 

51253205

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.

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.

• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports local Canadian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified via a valid passport.

Additional / Preferred Qualifications

Experience in one or more of these areas desirable:

• Clustering, Resilient Storage technology (clustering, storage spaces)
• Hyper-V management and VM deployment
• Windows backup and VSS, PowerShell scripting
• Active Directory topology and management, Network Tracing and analysis
• Network Virtualisation (Hyper-V, SDN)
• Billingual proficency in verbal and written communication both english and french Preferred.
• Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work.

Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $66,500 - CAD $128,300 per year.

Find additional pay information here:

Microsoft will accept applications for the role until December 17, 2024.

Response and Resolution

• Reviews complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools 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. Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

• Provides feedback to upper-level 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 upper-level 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.

Response and Resolution

• You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• 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.

Other

• Embody our and