Technical Support Advisory

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization at Microsoft is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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 values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.

Qualifications

Required Qualifications:

• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience.
• 3+ years of prior product, customer support and/or technical support experience.

Language Qualification:

• English Language: fluent in reading, writing and speaking.

Required Knowledge And Troubleshooting Skills

• Windows Active Directory Services, including:
  • Active Directory Domain Services (ADDS)
  • Authentication Protocols (Kerberos, NTLM)
  • FSMO Roles, Replication, Group Policies, User Profiles
• Windows Networking:
  • TCP/IP Fundamentals, DNS Zones, DHCP, TLS
  • Public Key Infrastructure (PKI)
• Network Analysis Tools: Netmon, Wireshark, Fiddler
• A solid understanding of three or more of the following technologies:
  • Azure Fundamentals: Cloud Concepts
  • Azure Networking (e.g., Creating Subnets)
  • Azure Compute (e.g., Provisioning Azure Virtual Machines)
  • Azure Active Directory (Entra ID) Fundamentals: User, Group, and Domain Management
  • Entra ID Security Features: Conditional Access, Identity Protection
  • Entra ID Authentication & Access Management: Multifactor Authentication (MFA)
  • Device Registration
  • Single Sign-On (SSO) – SAML, OAuth2
  • ADFS (Azure Active Directory Federation Services)
  • Entra ID Authentication (PTA, PHS, Federation)
  • AAD Connect / DirSync
  • Windows Hello For Business and Fido security
  • Microsoft Windows Server and Client Operating Systems
  • Virtualization Platforms (e.g., Hyper-V)
  • Network Policy Server (NPS)
  • Remote Desktop Services (e.g., MS RDS, VDI)
  • Exchange Server
  • SQL Server
  • Microsoft Graph API
  • ADAL/MSAL Libraries

Key skills/competency

• Technical Support
• Active Directory
• Azure
• Troubleshooting
• Networking
• Process Improvement
• Mentoring
• Customer Service
• Technical Readiness
• Collaboration