Technical Support Engineering-Azure Apps Services
hace 1 día
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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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**:**
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.
**Qualifications**:
**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.
- **English Language: fluent in reading, writing and speaking.
**
Additional or Preferred Qualifications
- Microsoft Technology Certifications.
**Preffered Qualifications**:
- Knowledge of IIS configuration and how HTTP requests are handled by IIS.
- Knowledge and experience with.Net Framework, ASP.NET, VB.NET and Webservers - IIS, HTML and CSS.
- Understanding of how HTTP requests are handled end-to-end including HTTP headers, cookies, etc.
- Working knowledge of Visual Studio and the Azure SDK.
- Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging.
- Knowledge of PHP, Node.js, Java, JavaScript and popular frameworks such as WordPress, Joomla and Drupal.
- Familiarity with Azure services and offerings is a plus or experience in AWS or Google Cloud.
- Familiar with code deployment models such as MSDeploy, Git, Github.
How You Do It
**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
- Documentatio
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