Technical Support Engineering

Microsoft • In, IN

2d

About The Position

The Technical Support Engineer works in Microsoft’s Customer Service & Support (CSS) organization, which delivers support experiences for consumers, businesses, partners, and other customers. The role owns, troubleshoots, and resolves customer technical issues, serving as a senior technical leader for customers through phone and email. Support Engineers collaboratively solve problems, provide proactive support advice, promote product quality and enhancements, and create self-help resources.

The position involves handling technically complex, strategic, high-profile, or long-running customer cases, sometimes in coordination with Software Engineering. The engineer uses troubleshooting best practices and transparent communication, manages customer cases and incident requests, identifies matters that need technical or strategic escalation, and collaborates with Product Engineering and other teams. Success requires strong problem-solving, research, teamwork, dependability, time management, and customer case-management skills.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field and at least 1 year of technical support, technical consulting, or IT experience; or at least 3 years of such experience; or equivalent experience.
• Fluent English reading, writing, and speaking skills.
• At least 4 years of troubleshooting experience in IT retail or a technical support role, ideally involving Microsoft technologies.
• Experience working with Skype for Business, Microsoft Teams, Windows Server, and Active Directory.
• Strong networking and VoIP experience, including routing and switching protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies.
• Ability to pass the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
• Ability to isolate and solve problems, navigate complex technical and political issues, and act as a subject matter expert on products or configurations.
• Ability to use troubleshooting tools, including analysis of event logs, component traces, and performance traces.
• Strong collaboration, receptiveness to feedback, stakeholder communication, dependability, time management, and case-management skills.

Nice To Haves

• Knowledge of Office 365 technologies, particularly Skype for Business and Microsoft Teams.
• Hands-on experience with Teams Admin Center and M365 Admin Center.
• Experience with Office 365 authentication and voice offerings.
• Expert knowledge of voice protocols such as SIP and Azure AD Connect.
• Previous experience deploying, administering, or supporting Enterprise Unified Communications solutions.
• Ability to analyze and interpret data captures and trace logs to resolve production issues involving authentication, network connectivity, messaging, SIP or VoIP, and Unified Communications.
• Experience troubleshooting Microsoft Teams and hybrid environments configured with Skype for Business Server 2015–2019.
• Experience with network capture and analysis tools such as Netmon, WireShark, and HTTPS decryption tools.
• MS-700 or MS-720 certification.

Responsibilities

• Help solve technically complex, strategic, high-profile, or long-running customer cases, potentially interacting with Software Engineering.
• Be responsible for the customer support experience with Microsoft.
• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams.
• Identify cases requiring technical or strategic escalation.
• Create and maintain incident management requests to product or engineering groups.
• Drive technical collaboration and engagement outside CSS, including with Product Engineering teams, Services, Support, and Regions.
• Lead or participate in building communities with peer delivery roles.
• Provide proactive support advice, promote product quality and enhancements, and create self-help assets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level