Windows Enterprise Support Engineer

hace 2 semanas

San José, San José, Costa Rica Microsoft A tiempo completo

Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems.
Works with customers to review and resolve issues.
Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues.
Collaborates on cross-team issues and provides feedback to improve products, resolve bugs, and automate processes.
Participates in ongoing training and readiness programs.
This posting is for consideration of roles within one of the following Window's teams (as avaialble):

- Networking
- Storage & High Availability
- Directory Services
- Performance
- User Experience
- Devices & Deployment

**Responsibilities**:
**Responsibilities**

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.
- Resolves customer issues through problem solving, collaboration, and research.
May take escalated issues as needed.
Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).
Develops readiness content.
Mentors new Technical Support Engineers.
Develops intermediate level competence on support topics.
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.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products.
Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.
Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Other
- Embody our culture and values

**Qualifications**:
**Required/Minimum Qualifications**:

- 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
- Speak/Write/Read English Fluently
- Speak/Write/Read Portuguese Fluently

**Must have** proven troubeshooting experience and strong understanding of:

- Windows System Administration & Configuration
- Networking (TCP/IP, DNS, DHCP)
- Registry
- File Storage
- User Accounts and Access Control
- Event Logs and Auditing
- Performance, Resource Monitor

Additional or Preferred Qualifications
- Microsoft Technology Certifications
- Experience in one or more of these areas desirable: Automated installation of Windows
- User Profile management
- Windows Update management
- Kerberos and delegation
- Bitlocker administration
- Windows Shell configuration and management
- Windows Activation, Licensing
- Remote Desktop Services configuration and management
- Clustering
- Printing configuration and management
- Resilient Storage technology (clustering, storage spaces)
- Server management tools
- Hyper-V management and VM deployment
- Application installation and management
- Windows backup and VSS- PowerShell scripting
- Active Directory topology and management
- Network Tracing and analysis
- Public Key Infrastructure (PKI) deployment, management
- Remote File Systems (SMB)
- Group Policy management
- DNS deployment, management
- Troubleshooting hangs and crashes in Windows
- Network Virtualisation (Hyper-V, SDN)
- Troubleshooting performance issues using PerfMon and other tools.
Knowledge, Skills, Abilities:

- Analytical Skills - Applications and Infrastructure Foundation - Business Relationship Management - Compliance Management - Conflict Resolution - Creativity - Customer Advocacy - Data Analysis - Decision Making - Diversity Promotion - Documentation - English Language Proficiency - Executive Relationships - Microsoft Platforms - Microsoft Products - Negotiation - Oral Communication - Problem Solving - Quality Assurance - Securi

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