Technical Support Engineering-exchange

hace 6 días

San José, Costa Rica Microsoft A tiempo completo

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 15,000 employees worldwide, the Microsoft 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 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 CEnS 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 issues 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 or escalates multiple and varied customer issues. Documents technical work and research.
- Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
- 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
- Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
**Product/Process Improvement
- Provides feedback to improve products to more senior engineers or technical advisors.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
- Follows processes provided by the business.
- Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

**Qualifications**:
**Qualifications**

Required/Minimum Qualifications
- 2+ years Global technical support, technical consulting experience, or information technology experienceOR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.

Language Qualification

English Language: fluent in reading, writing and speaking.

Additional or Preferred Qualifications
- 2+ years working with Exchange architecture in an enterprise environment
- Portuguese Language desired : Fluent in reading ,writing and speaking
- 2+ years troubleshooting with Exchange and related technologies (Microsoft Office 365/ Exchange Online, Exchange On-Premise, Etc.)
- Design, administration and/or support experience with Exchange On-Premise and Exchange Online environments
- Microsoft Office 365 and/or Exchange On-Premise servers administration (2007/2010/2013/2016/2019)
- Experience with Migrations to Exchange On Premise to Exchange Online
- Troubleshooting skills with Exchange Transport and Client Access
- Troubleshooting experience with Devices syncing.
- Experience with Exchange Disaster Recovery scenarios
- Deep understanding of Active Directory and DNS
- O365 Security and Compliance related technologies (eDiscovery, DLP, ATP, OCAS, etc.)
- Experience with Windows Server 2012 and 2016
- Windows Server concepts and administration (Active

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