With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture.
Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience.
Powered by Microsoft's AI technology, CSS helps consumers, businesses, and partners resolve issues quickly and securely, preventing future problems and maximizing their Microsoft investment.We are looking for passionate individuals to join the CSS team as Senior Technical Support Engineers.
In this role, you will own, troubleshoot, and resolve complex customer technical issues, providing an opportunity to grow your career, sharpen your problem-solving skills, and deepen your technical expertise.This role offers flexibility with up to 50% work-from-home arrangements.Microsoft's mission is to empower every person and organization to achieve more.
We foster a culture of growth mindset, innovation, collaboration, respect, integrity, and accountability, creating an inclusive environment where everyone can thrive.ResponsibilitiesResponse and Resolution: Own, investigate, and resolve complex customer technical issues, collaborating across teams and utilizing troubleshooting tools.Readiness: Lead community-building efforts with peer roles, sharing knowledge through readiness programs, coaching, and mentoring.Technical Proficiency: Continuously develop your technical skills to resolve complex issues through training and learning.Product/Process Improvement: Engage with engineering teams to investigate product defects and help develop automation and diagnostic tools for product improvement.QualificationsMinimum 5+ years of technical support, consulting, or IT experience, or a Bachelor's degree in Computer Science, IT, or related field with 3+ years in areas such as Windows System Administration, Configuration, troubleshooting, and hybrid technologies including:Networking (TCP/IP)Remote File Systems (SMB)DNS managementWindows Security (IPSec, Defender Firewall)Network Virtualization (Hyper-V, SDN)PowerShell scriptingPKI deployment and managementKerberos and delegationNetwork tracing and analysisTools like Sysinternals, Fiddler, NetMon, NetStat, Tracert, SDDCTroubleshooting tools such as procmon, netmon, perfmonSoft SkillsStrong verbal communication skills for technical and non-technical audiencesNegotiation skills to achieve optimal outcomesProblem-solving abilities for complex issuesCustomer-focused mindsetEffective team collaborationAdaptability to changing prioritiesLeadership qualities to mentor and lead initiativesThis position requires flexible working shifts based on business needs, including rotations, e.g., Monday to Friday 11:00AM-7:00PM, Tuesday to Saturday 7:00AM-4:00PM, or Sunday to Thursday 10:00AM-6:00PM.Microsoft is an equal opportunity employer.
We consider all qualified applicants without regard to age, ancestry, citizenship, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, veteran or military status, race, ethnicity, religion, sex, sexual orientation, or other protected characteristics.
For accommodations during the application process, please refer to our guidelines.
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