Customer Experience Technical Specialist

hace 11 horas


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

Empowering Customer Success

A career-defining opportunity awaits at Microsoft.

About Us

At the heart of our mission lies a commitment to customer satisfaction, empowerment, and growth. As part of the Customer Experience and Success (CEnS) organization, you will be instrumental in shaping the future of customer experience at Microsoft.

Job Description

As a Custome Experiece Technical Specialist, you will play a pivotal role in delivering exceptional customer support experiences that leave a lasting impression. Your primary responsibilities will include:

  • Resolving complex, high-profile customer cases through collaboration with software engineering teams.
  • Owning, troubleshooting, and solving customer technical issues using best practices and transparency.
  • Identifying cases requiring escalation and creating incident management requests for product groups or engineering teams.
  • Contributing to case deflection initiatives, automation, and digital self-help assets to enhance customer and engineer experiences.
  • Providing ramp activities, knowledge sharing, technical coaching, and mentoring.
  • Driving technical collaboration and engagement outside of CSS with Product Engineering teams, Services, Support, and Regions.
  • Leading or participating in building communities with peer delivery roles; may be workload or specialty specific.

Required Skills and Qualifications

For this challenging yet rewarding role, we are seeking individuals with a strong foundation in:

  • Windows System Administration and Configuration.
  • Excellent understanding of Registry, File Storage, User Accounts and Access Control, Event Logs and Auditing, Performance/Resource Monitor, Networking (TCP/IP), and Security Groups.
  • Experience in one or more of the following areas is desirable:
  • Automated installation of Windows
  • User Profile management
  • Windows Update management
  • Kerberos and delegation
  • Bitlocker administration
  • Windows Shell configuration and management
  • Windows Activation, Licensing
  • Remote Desktop Services configuration and management
  • Clustering
  • Printing configuration and management
  • Resilient Storage technology (clustering, storage spaces)
  • Server management tools
  • Hyper-V management and VM deployment
  • Application installation and management
  • Windows backup and VSS
  • PowerShell scripting
  • Active Directory topology and management
  • Network Tracing and analysis
  • Public Key Infrastructure (PKI) deployment, management
  • Remote File Systems (SMB)
  • Group Policy management
  • DNS deployment, management
  • Troubleshooting hangs and crashes in Windows
  • Network Virtualisation (Hyper-V, SDN)
  • Troubleshooting performance issues using PerfMon and other tools

Qualifications

To excel in this role, you should possess:

  • At least 3 years of experience in Technical Support.
  • 3 years of experience in Windows Active Directory.
  • 3 years of experience in Windows System Administration/Configuration, including a good basic understanding of:
  • Registry
  • File Storage
  • User Accounts & Access Control
  • Event Logs & Auditing
  • Performance/Resource Monitor
  • Networking (TCP/IP)
  • Security Group
  • Forest & Trust

Preferred Qualifications

We welcome candidates with:

  • 2+ years of experience in 2 or more of the following topics:
  • AD Replication
  • SYSVOL Replication
  • Kerberos and delegation
  • NTLM
  • Active Directory topology and management
  • Network Tracing and analysis
  • Public Key Infrastructure (PKI) deployment/management
  • Remote File Systems (SMB)
  • Group Policy management
  • DNS deployment/management
  • User Profile management
  • Kerberos and delegation

Benefits and Perks

Microsoft offers a comprehensive benefits package that includes health insurance, retirement plans, stock options, and paid time off. Please note that the specific details of these benefits may vary depending on your employment status and location.



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