Technical Support Engineer

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. These experiences leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring we consistently exceed customer expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all 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 by 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. This helps prevent future problems and allows them to achieve more from their Microsoft investment.

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

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

• Response and Resolution: You own, investigate, and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Language Qualification: English Language: fluent in reading, writing and speaking.

Preferred Qualifications:

• 5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience
• Windows System Administration, Configuration, including a good basic understanding of:
  • Registry
  • File Storage
  • User Accounts and Access Control
  • Event Logs and Auditing
  • Performance, Resource Monitor
  • Networking (TCP, IP)
• Experience in one or more of these areas desirable:
  • Failover Clustering
  • Resilient Storage technology (clustering, storage spaces)
  • Server management tools
  • Hyper-V management and VM deployment
  • Network Tracing and analysis
  • Network Virtualisation (Hyper-V, SDN)
  • Troubleshooting performance issues using PerfMon and other tools
  • Azure fundamentals with experience in resource deployment using ARM templates, bicep. etc
• 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.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Issue Resolution
• Collaboration
• Windows Administration
• Networking (TCP/IP)
• Azure Fundamentals
• System Management
• Problem Solving