Microsoft Technical Support Engineering 

United States 

692685175

Required Qualifications:

• 5+ years technical support, technical consulting experience, or information technology experience

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

Other Qualifications:

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.

Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Preferred Qualifications:

• 4-year technical degree or equivalent work experience, plus a minimum of 3 years’ experience in technical support or MIS in an Enterprise environment.
• Demonstrated technical competence with Microsoft BackOffice Technologies.
• Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE preferred
• Technical writing skills and familiarity with Microsoft Office Applications.
• Ability to effectively communicate with customer managers and executives on technical and business issues. Organization, time management, project management, and negotiation skills.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

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.

• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

• Own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

• Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
  

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. Leverages overall product knowledge to determine if and when features require enhancements.
• Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Business Integration:

• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

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