Technical Support Advisory

hace 6 días

San José, Costa Rica Microsoft Corporation A tiempo completo

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:
Core (all people in this role perform these duties; depending on tenure some duties may be mínimal
- Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates
- Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
- Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)
- Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))
- Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
- Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)
- Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)
- As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
- Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

Optional (people in this role may perform these duties, can vary by line of business)
- Provide Frontline Operations Metrics Oversight
- Participate in DP ROB (WBR, QBR, MBR)
- Participate in Product Group Triages (coordinated with Eng. and Service TAs)
- Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar - varies by SBU) Drive Down Speed or Time to Competency for DP Resources
- Participate in Technical and SME Interviews for New PTA Hires
- Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
- Run Non-Top Box and Deviation Analysis (including Approval)
- Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

**Qualifications**:
2+ years of experience in technical topics related with core Windows OS, and more specifically in the topics handled in either Devices and Deployment (DnD) or Performance (PERF):
For DnD skill:

- OS Installation and Deployment
- OS Licensing and Activation
- OS Update and Servicing
- BitLocker and Secure Boot
- Drivers and Hardware
- MDM (Mobile Device Management)
- Nano Server

For PERF skill:

- Server BugCheck and No Boot
- Advanced knowledge of Server Performance and Architecture
- Troubleshooting System Hangs and resource depletion
- In-depth understanding of Server performance troubleshooting
- Virtualization and Hype-V technologies, TCP/IP networks, or Storage and Disk performance
- DNS, DHCP or DFSN: Understanding of DNS implementations and troubleshooting
- Advanced knowledge of Windows Management Instrumentation architecture, WinRM and PowerShell
- Should have hands on experience and Advanced knowledge of using following tools and also analyzing Data collected using the below:

- Performance Monitor
- Process Monitor
- Windows Performance Recorder (Xperf)
- Process explorer
- 2+ years in a customer facing service role in any capacity.
- Experience supporting, training/coaching, consulting, or architecting IT technology.
- Background in escalation level or eq

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