Highly Skilled Technical Support Specialist

hace 1 día


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

Technical Support for Complex Systems

As a member of our technical support team at Microsoft, you will provide expert-level support to customers and partners diagnosing and troubleshooting complex computer systems, software, and networked systems. You will work closely with customers to review and resolve issues, perform in-depth product troubleshooting and remediation when needed, and collaborate on cross-team and cross-product technical issues.

Responsibilities

  • Review complex customer issues, contact customers to understand their concerns, and ensure they stay informed about the status/solution of their issue.
  • Utilize advanced troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues and document technical work and research.
  • Resolve customer issues through problem-solving, collaboration, and research, and may take escalated issues as needed.
  • Collaborate with resources from other groups as needed to resolve moderately complex customer issues and assist in implementing end-to-end readiness programs.

Key Qualifications

  • 3+ years of technical customer support experience and 3+ years of technical experience in three or more of the following areas:
  • Strong knowledge and understanding of TCP/IP protocols, infrastructure/network administration, and troubleshooting at the expert level within large network environments.
  • Notions of private, hybrid, and public cloud, Windows and/or Linux OS, and virtualization/SDN technologies.
  • Excellent problem-solving and troubleshooting skills, ability to use various data collection tools and methodologies, and solid foundation and background in Microsoft products and technologies.

Soft Skills

  • Possess passion for technology, problem-solving, and customer supportability, and be able to understand customers' best interests in terms of problem impact.
  • Be able to learn behaviors of unfamiliar components/technologies as needed, discover and recognize alternate solutions to a problem, and lead technically challenging and politically hot customer situations.
  • Have strong communication skills, including excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.

About This Role

This is a unique opportunity to join our team and contribute to the success of our customers and partners. As a Highly Skilled Technical Support Specialist - Azure Networking Expert, you will have the chance to work with cutting-edge technology, develop your skills, and grow your career with Microsoft.



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