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Support Engineer- Endpoint Manager

hace 4 semanas

San José, 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
- 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**:
Required/Minimum Qualifications
- 2+ years technical support, technical consulting experience, or information technology experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.
English Language: fluent in reading, writing and speaking.
- Experience in WSUS, SMS, SCCM 2007, 2012 and Microsoft Intune
- Operating Systems Concepts - Active Directory, Security, OS Internals
- Networking concepts - DNS, protocols, Devices
- IIS Concepts - Configuration, ISAPI, Architecture, SSL and Kerberos
- Exception Handling
- Tools - Netmon, Perfmon, SQL Profiler
- Intermediate debugging skills
- Intermediate SQL Server Administration concepts
- Strong knowledge of: any Windows OS, Mobile device OS, Client, Server knowledge, understanding of Cloud services

Additional or Preferred Qualifications

Experience in one or more of these areas desirable
- Exchange, SCCM, Mobile device configuration and app deployment
- Cloud products like Azure, Office 365
- Mobile device management tools and programming knowledge
- Mobile Device Management product, Mobile Application Management product experience

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.