Microsoft Technical Support Engineering 

Costa Rica, San José 

843393250

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

• 3+ years of Microsoft SQL Server Database Administration experience in SQL Server 2008R2/2008/2012/2014/2016.

• Experience in Migrating from SQL Server 2008 to SQL Server 2012 and from SQL Server 2012 to SQL Server 2014/2016.
• Knowledge in upgrading SQL server software to new versions and applying service packs and patches.
• Proficient with SQL Management Studio, Enterprise Manager, Query Analyzer, rescheduling jobs with SQL Server.
• Exposure to creating DB Maintenance plans, rebuild/reorganize indexes & performing integrity checks.
• Proficient in database Backup, Restore, Recovery, Linked servers, and Database Maintenance Plans.
• Experience with High Availability and Disaster Recoveries like Replication, Log Shipping, Mirroring, and Clustering.
• Proficient in implementing different types of Replication Models like Snapshot, Transactional, and Merge.
• Experience in Implementing Always On in SQL Server 2012, 2014, 2016 and 2017.
• Background in Implementing Database Mirroring in SQL server 2005/2008/2008R2.
• Exposure to Installing, Configuring, and Maintaining of Cluster in SQL Server 2008R2 and SQL Server 2012 in Active/Passive.
• Experience with Auditing database configuration and security configurations.
• Understanding of System Performance by tuning SQL queries and stored procedures by using SQL Profiler, Database Engine Tuning Advisor, Windows performance monitor, DMVs, Resource Governor, Data collection Reports, crystal reports, DBCC and Custom Script, Built-in performance Report and Activity Monitor.
• Experience with Database Backup and Restore.
• Customer management and teaming skills, supporting customers on phone and written correspondence regarding technical questions and issues

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

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 thereaft.

• Microsoft Technology Certifications
• Deep technical and troubleshooting skills
• Passion for technology and learning
• Ability to communicate both written and verbally with a wide variety of customers.

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.

• 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.

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