Support Engineer - M365 Endpoint Protection

at  Microsoft

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
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.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
This role is flexible in that you can work up to 50% 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.

QUALIFICATIONS

Required:

• 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.

Knowledge/experience in the following areas:

• Onboarding/offboarding Windows, Linux, and macOS devices to MDE through local script, SCCM, Intune, GPO
• Alert and incident investigation
• Tagging and device grouping
• Custom indicators
• Intune integration
• MDE-attach
• Live response
• Troubleshooting mode
• Web Content Filtering
• Licensing

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• NOTE a Weekend On Call and week day early/late shift will be required.