Technical Support Expert

hace 14 horas


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

At Microsoft, we're on a mission to empower every person and organization on the planet to achieve more. Our culture is centered around 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 worldwide. As a Technical Support Advisory, you'll play a critical role in helping us achieve our mission.

The 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 our ambition to be known as a customer experience company, ensuring our Microsoft mission is enabled by delighting customers and consistently exceeding their expectations in every interaction.

Responsibilities
  • Provide technical coaching for Delivery Partner Engineers, Advocates
  • Partner with the Support Delivery Manager and CSS Training teams to address readiness gaps, ensuring findings and remediations are shared across Delivery Partners and LOBs, as applicable
  • Own case management duties, including incoming inspection, escalations, tech reviews, triage, wellness, and reduced time to measures
  • Provide Readiness Content, identify need for and create content, contribute to readiness efforts where you're the Subject Matter Expert
  • Manage collaboration activities, reactive, proactive, cross-team for complex cases, overall process
  • Contribute to Supportability activities, case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers
Qualifications
  • 2+ years of experience in technical topics related to core Windows OS, specifically in Devices and Deployment (DnD) or Performance (PERF)
  • For DnD skill: OS Installation and Deployment, OS Licensing and Activation, OS Update and Servicing, BitLocker and Secure Boot, Drivers and Hardware, MDM (Mobile Device Management), Nano Server
  • For PERF skill: Server BugCheck and No Boot, Advanced knowledge of 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, or Storage and Disk performance, DNS, DHCP or DFSN: Understanding of DNS implementations and troubleshooting, Advanced knowledge of Windows Management Instrumentation architecture, WinRM and PowerShell
  • Hands-on experience and Advanced knowledge of using following tools and analyzing Data collected using the below: Performance Monitor, Process Monitor, Windows Performance Recorder (Xperf), Process explorer
  • 2+ years in a customer-facing service role in any capacity
  • Experience supporting, training/coaching, consulting, or architecting IT technology


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