Technical Support Engineer

hace 6 meses

San Jose, Costa Rica Microsoft A tiempo completo

Overview

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and 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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.


In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer -Intune you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.


This role is flexible in that you can work up to 50% from home.


Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our of respect, integrity, and accountability to create a of inclusion where everyone can thrive at work and beyond.

Qualifications

Required/Minimum Qualifications

3+ years technical support, technical consulting experience, or information technology experienceOR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience. Experience troubleshooting mobile devices (Android and iOS). Experience in customer support via chat or phone. Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Fluent in reading, writing and speaking English.

Other Requirements  

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Additional or Preferred Qualifications

Microsoft Technology Certifications. IdentityWorking knowledge of ADFSActive Directory concepts such as Kerberos, LDAP, Certificates and Security Groups.Working knowledge of Secure Token Services (ADFS or similar)Experience with network connectivityKnowledge of Cloud Identity (Azure Active Directory, AAD Sync, Role-based access control) Windows NetworkingWorking knowledge or networking with clear understanding of TCP/IP, including CIDR, routing and DNS; understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler tracesFamiliarity with networking tools like ping, nslookupUnderstanding of proxy servers, firewalls and VPNUnderstanding of 3rd party VPN solutions App DevProgramming background in PowerShell, C#, JavaBackground in relational databases such as SQLFamiliar with Visual Studio or some other IDEDebugging skills, aware of the concepts of a stack, crash and able to review and understand code flow

Responsibilities

Response and Resolution

Reviews complex issues (, multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (, event logs, performance traces) to help resolve customer issues. Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Performs in-depth product troubleshooting and remediation when needed. 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

Assists in the implementation of end-to-end readiness programs (, mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Embody our and Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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