Job Description
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email, or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing our business customers with an outstanding technical support experience. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be allowed to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Responsibilities:
- 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; maybe workload or specialty-specific
Technical Skills:
Good understanding of cloud computing technologies across Windows and/or Linux, with demonstrated hands-on experience in one or more of the following domains:
Azure Platform - Networking, Operating System/Virtualization, Windows Networking.
- Knowledge of Azure Platform services
- Azure Platform development and deployment concepts
- Familiarity with troubleshooting
Operating System/Virtualization
- Familiarity with Active Directory, Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Experience with Hyper-V configuration and administration
- Windows/Linux OS deployment, configuration, and performance troubleshooting.
Networking
- Strong knowledge and understanding of TCP/IP protocols and OSI Model
- Experience with Infrastructure / Network Administration
- Troubleshooting at the expert level within large Network Environments
- Notions of Private, Hybrid, and Public Cloud
- Notions of Windows and/or Linux OS
- Notions of Virtualization of SDN technologies
- Solid foundation and background in Microsoft products and technologies
- Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s
- Familiar with packet sniffers: Wireshark or Network Monitor/Message Analyzer
- Familiar with load balancing, geo-redundancy, CDN, and VPN technologies preferred
- Excellent problem solving and troubleshooting skills, and ability to use various data collection tools and methodologies to analyze problems, determine root causes and develop solutions