Technical Support Engineer

With over 18,000 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.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As aTechnical Support Engineer you will own, troubleshoot and solve complex 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 100% 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 values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Responsible for owning, investigating and solving complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
• Responsible for engaging with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements
• Responsible for leading and building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others
• Demostrated proficiency in resolving complex customer issues, through training and readiness
• Proven work experience as a Microsoft Teams Administrator, Specialist, or similar role
• In-depth knowledge of Microsoft Teams features, functionalities, and best practices
• Microsoft 365 and SharePoint integration with Teams
• SME level understanding of Office 365 applications, including Exchange Online, OneDrive, and SharePoint Online
• Subject matter expert experience with PowerShell scripting for Microsoft Teams automation and management
• Understanding of Microsoft Teams'' calling capabilities, including Calling Plans, Direct Routing, and Audio Conferencing.
• Experience in troubleshooting and resolving call quality and connectivity issues
• Embody our culture and values
  
  

Qualifications

Required/Minimum 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
• 3+ years experience with Microsoft 365 and SharePoint integration with Teams
• 2+ years experience with PowerShell scripting for Microsoft Teams automation and management.
  

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

• MCSE, MCSD certifications
• Customer handling experience on technical issues
• Ability to work through ambiguity and independently when other
• Knowledge of VoIP protocols, SIP trunking, and PSTN connectivity
  
  

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $80,900 - $162,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $105,300 - $176,900 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: #CSS #MW #Exchange

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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