Technical Support Engineering IC4

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Modern Life, Gaming and Customer Service (MLGCS) team is a group of 350+ Microsoft employees and over 9,500+ Delivery Partners Advocates spanning 40 sites across the globe. The MLGCS organization provides service and support for all Microsoft consumer products and services, as well as commercial customer service support, customer protection and fraud. We enable and protect Microsoft’s customers through creating a people first culture, adding value for every customer and helping our customers be safe and secure.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

 
Responsibilities
Response and Resolution
• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

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

This specific role will be focused on delivering world class support for Microsoft’s first party devices. The team works in a dynamic environment shifting focus to support customer and business needs. Some examples of focus areas are new product readiness, frontline triage and support, tools and process improvement, and escalations. This team and role offer an opportunity to deliver best in class support both as an individual contributor and the ability to scale out best practices to improve Microsoft’s entire support organization.
Roles and Responsibilities
• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products.

• Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.

• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group.
• Write and update technical documentation for knowledge base.

Skills/Knowledge:
Good Communication Skills – Spoken and written English. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting – Problem Solving Skills Customer Service – Customer Focused Skills Technical Aptitude – Ability to learn; current technical skills in Windows; Scenario/Solution understanding
• Breadth Technical Experience
o PC Hardware knowledge
o Windows OS
o TCP/IP and general networking skills
o Supply Chain Operations / Logistics
• Depth Technical Expertise
o (Preferred) OS Imaging
o (Preferred) Windows Networking
o (Preferred) MDM
• Executive Presence
• Ability to Share Knowledge

Required Qualifications:
Good Communication Skills – Spoken and written English (including technical writing), Excellent demonstrated customer service skills, two or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills.
Preferred Qualifications:
One or more years industry experience supporting Networking or OS imaging.
Experience:
One or more years’ experience in systems development, network operations, software support or I.T. consulting.
Education
(Preferred) B.S. degree in C.S. or E.E. or equivalent

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Benefits and Perks
Industry leading healthcare
Savings and investments
Giving programs
Educational resources
Maternity and paternity leave
Opportunities to network and connect
Discounts on products and services
Generous time away