OVERVIEW

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization 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.
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

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 of Windows System Administration, Configuration and troubleshooting, Hybrid technologies which include deep experience in or working knowledge of most or all of these areas -

• Registry/File Storage/Event Logs and Auditing/File Association
• PowerShell/CMD line driven utilities
• Understand/Troubleshoot core OS architecture like CPU/Disk/Memory/Page File
• Virtualization and Hyper-V technologies
• Store for Business APPX installation
• Windows File Explorer/Desktop Search
• Troubleshooting Application Performance
• Troubleshooting System Reliability issues (crash, hangs, bugcheck, unexpected reboot)
• Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell
• Utilizing tools like Sysinternals, Fiddler, NetMon, NetStat, Tracert, SDDC
• Troubleshooting experience with tools - procmon, netmon, perfmon

SOFT SKILLS REQUIREMENTS -

• Strong Verbal Communication Skills: Ability to clearly articulate technical concepts to both technical and non-technical audiences.
• Negotiation Skills: Capable of negotiating with stakeholders to achieve the best outcomes for the organization and customers.
• Problem-Solving Abilities: Demonstrated ability to analyse complex issues and develop effective solutions.
• Customer Focus: Commitment to providing exceptional customer service and building strong customer relationships.
• Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues.
• Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Leadership: Ability to lead by example, mentor junior team members, and drive continuous improvement initiatives
  This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include shift rotations. For e.g. - Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.

• 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.
  Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
  
  Industry leading healthcare
  
  Educational resources
  
  Discounts on products and services
  
  Savings and investments
  
  Maternity and paternity leave
  
  Generous time away
  
  Giving programs
  
  Opportunities to network and connect
  Microsoft is an equal opportunity employer. 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.