Technical Support Engineering Ic3
hace 4 semanas
With over 18,000 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.
Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so.
Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.
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 customer technical issues.
This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
This role is flexible in that you can work up to 50% 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 review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
- You participate in communities with peer delivery roles.
- You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement
- You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
**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
- Business level fluency to read, write and speak English.
- Business level fluency to read, write and speak Spanish.
- Intern experience
Preferred Technical Qualifications (one or many):
System Center Configuration manager or system management
- General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy.
- Experience with installing sites, Software Updates Management, Operating System Deployment and Software Distribution.
- Experience with various client features like discovery, installation, inventory and software metering.
- Familiar with status messages and various server and client-side logs used for troubleshooting.
- Identity
Working knowledge of ADFS
- Active Directory concepts such as Kerberos, LDAP, Certificates and Security Groups.
- Working knowledge of Secure Token Services (ADFS or similar)
- Experience with network connectivity
- Knowledge of Cloud Identity (Azure Active Directory, AAD Sync, Role-based access control)
- Windows Networking
Working knowledge or networking with clear understanding of TCP/IP, including CIDR, routing and DNS; understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
- Familiarity with networking tools like ping, nslookup
- Understanding of proxy servers, firewalls and VPN.
- Understanding of 3rd party VPN solutions
- Exchange
Exchange on-premises and/or Exchange Online.
- Knowledge of the Exchange ActiveSync communication protocol and mobile device mailbox policies.
- Familiarity with Exchange Hybrid.
- App Dev
Programming background in PowerShell, C#, Java
- Background in relational databases such as SQL
- Familiar with Visual Studio or some other IDE
- Debugging skills, aware of the concepts of a stack, crash and able to review and understand code flow
Outlook
- Experience working on Outlook (for PC and Mac) calendaring issues.
- Experience with troubleshooting Outlook (for PC and Mac) con
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