Technical Advisory Specialist

hace 4 días

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

About Microsoft Corporation

At Microsoft, we are on a mission to empower every person and organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.

We create life-changing innovations that impact billions of lives around the world. As part of our Customer Experience and Success (CEnS) organization, you will play a critical role in designing and implementing the Microsoft end-to-end customer experience.

The CEnS organization reflects Microsoft's ambition to be known as a customer experience company, ensuring our 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.

Our team has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. We are 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 but also because we provide a differentiated and connected customer experience rooted in our commitment to delivering on customer outcomes.

Key Responsibilities:

As a Technical Advisory Specialist, your key responsibilities will include:

  • Providing technical and SME coaching for Delivery Partner (DP) Engineers and Advocates.
  • Partnering with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
  • Owning case management duties, including incoming inspection, escalations, tech reviews, triage, wellness, and reduced time to measures.
  • Providing Readiness Content, identifying needs for and creating content, and contributing to readiness efforts where you are the Subject Matter Expert (SME).
  • Managing collaboration activities, reactive, proactive, cross-team for complex cases, overall process.
  • Contribution to Supportability activities, case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers.
  • Release Management and Deployment for Delivery Partners, ensuring it happens, do not own directly.
  • Collaborating with all stakeholders to identify and recommend technical, program process, and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
  • Providing Frontline Technical or Sales Operations Oversight to Delivery Partners.

Qualifications and Skills:

To succeed in this role, you should have:

  • 2+ years of experience in technical topics related to core Windows OS, specifically in the areas of Devices and Deployment (DnD) or Performance (PERF).
  • For DnD skill: knowledge of OS Installation and Deployment, OS Licensing and Activation, OS Update and Servicing, BitLocker and Secure Boot, Drivers and Hardware, MDM (Mobile Device Management), and Nano Server.
  • For PERF skill: advanced knowledge of Server BugCheck and No Boot, Server Performance and Architecture, Troubleshooting System Hangs and resource depletion, In-depth understanding of Server performance troubleshooting, Virtualization and Hype-V technologies, TCP/IP networks, Storage and Disk performance, DNS, DHCP or DFSN: Understanding of DNS implementations and troubleshooting, and Advanced knowledge of Windows Management Instrumentation architecture, WinRM and PowerShell.
  • Hands-on experience and advanced knowledge of using tools such as Performance Monitor, Process Monitor, Windows Performance Recorder (Xperf), and Process Explorer.
  • 2+ years in a customer-facing service role in any capacity.
  • Experience supporting, training/coaching, consulting, or architecting IT technology.
  • Background in escalation level or equivalent.

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