Job Description:

Support Engineers (SE) serve as Senior technical leaders for Microsoft customers, via phone and email. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.

Successful engineer skill set:

• Problem isolation and solving techniques.
• Ability to navigate highly complex technical and political issues requiring expert product or service knowledge.
• Act as a subject matter expert regarding product / configuration.
• Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.

The ideal candidate works well in a team:

• • Strong collaborator across the business, including our Development Teams.
  • Ability to receive feedback and recognize areas of improvement.
  • Keeps stakeholders informed to ensure customer success.

We are looking for someone who is dependable:

• • Demonstrates ability to consistently make and keep commitments to customers and team members.
  • Effective time management by utilizing available time to progress current cases forward.
  • Proactively looking for opportunities to contribute to the success of the team.
  • Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.

Responsibilities

• Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering
• 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

• Identify cases that require escalation, either technically or strategically
• Create and maintain incident management requests to product group/engineering group
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles

Qualifications

Required

• 2+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies

• Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies

• Experience working with Windows Server, Active Directory, IIS, SQL Server, Exchange Server

 Preferred experience in one or more of these areas:

• Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams
• Experience in Office 365 Authentication and voice offerings
• Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
• Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions
• Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications
• Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019
• Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools

We are primarily looking for people who demonstrate the mindset and behaviors necessary to drive and achieve excellent customer support:
• Customer Obsession: you demonstrate a strong focus on high quality Customer Service, and you are driven by problem-solving and customer satisfaction
• Learner Mindset: You demonstrate a growth mindset and strongly believe that knowledge can be developed with effort and persistence. You spontaneously and proactively share your learning experiences
• Customer Focused Behaviors:

• • Effective Communication: you are comfortable communicating and presenting to any type of customer, external partners, and to internal coworkers up to Executive level. You are capable of clear, concise written and spoken communication in English. You ask questions that drive you to the best solutions, as well as identifying additional needs
  • Accountability: you intentionally collaborate with others to solve problems related to the customer’s issue or to internal improvement projects. You are driven by passion for problem-solving as well as customer satisfaction
  • Resourceful: you leverage your own knowledge, and you are comfortable searching for the answer when you do not have it. You collect and analyze data before jumping into solutions, using both excellence in executing existing processes as well as applying critical and innovative thinking
  • Empathetic: you use empathy to listen to and communicate with customers and put the customer’s need first even in stressful situations. You anticipate additional customer needs and think about value-added services you can provide to create the ultimate customer satisfaction leading to Microsoft fans