Technical Support Engineering

hace 22 horas

San José, Costa Rica Microsoft 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**:
Your Responsibilities:

- Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
- 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 (e.g.
swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

**Qualifications**:
Language Qualification: English Language: fluent in reading, writing and speaking.
- Windows System Administration/Virtualization
- Windows scripting or PowerShell
- Familiarity with Active Directory, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Familiarity with system management tools such as SCOM
- Experience with Hyper-V configuration and administration

Networking:

- Familiarity with networking concepts including VIPs, NAT, DNS
- Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
- Familiarity with routing and routing protocols such as BGP or OSPF.
- Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
- Understanding of the OSI model and related concepts
- Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing
- Linux OSS (Preferred but not required)
- Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
- Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
- Experience administering Linux (boot process, file systems, network device and protocol configuration)
- LAMP (Linux, Apache, MySQL, PhP or Python)
- SCCM
- Windows Desktop, 0365, Exchange Online
- Skype for Business/ Sharepoint / Teams
- OCS/Lync/Skype for Business/Teams, Jabber, Exchange, Zoom, or Cisco WebEX
- Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management

Chef/Puppet, Docker/Container
core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
IIS and HTTP protocol
- AP, Json templates
- Storage technologies (cloud and/or on premises)
- RDP protocol
- Service Fabric or Azure Cloud Services
- REST API
- .Net development, IIS
- .NET Framework SDK
- Java API/SDK
- Software development experience with C++ or C#
- Debugging code (WINdbg, Visual Studio Debugger)
- Linux, Mac, Java, PHP, Node.js, Python or Ruby.
- Hadoop, NoSQL, ETL, streaming, Machine Learning or other Big Data/Analytics technology
- Programming & Debugging Experience in Java, Python, R, Scala, REST concepts, C/C++, HTML or JavaScript, Knowledge and experience with the Open Source ecosystem.
- Experience in RDMS such as Microsoft SQL Server and Microsoft BI technologies including

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