Technical Support Engineering at Microsoft

San José, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Problem Solving, Collaboration, Research, Product Troubleshooting, Process Improvement, Scripting, Windows System Administration, Active Directory, SQL Database Administration, Operating System Deployment, IIS Setup, Cloud Knowledge, Device Management, Mobile Application Management

Industry

Software Development

Description

Overview Reviews complex issues and contacts customers to understand issue. Resolves customer issues through problem solving, collaboration, and research. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Assists in the implementation of end-to-end readiness programs. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Responsibilities Product/Process Improvement Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Readiness Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Response and Resolution Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Other: Embody our culture and values 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 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. 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: Scripting Experience: Familiarity with PowerShell or other scripting languages to automate Intune tasks and troubleshoot issues. Knowledge of Microsoft Endpoint Manager (MEM): Understanding of MEM components, including Configuration Manager (SCCM) integration with Intune. Windows System Administration/Virtualization: Experience in administering and virtualizing Windows systems. Active Directory and SQL Database Administration: Basic administration skills for Active Directory and SQL databases. Operating System Deployment and Management: Experience in deploying and managing operating systems, including customization and administration of applications and packages. IIS Setup and Configuration: Understanding of IIS setup and configuration, PKI infrastructure, and Windows Management Instrumentation. Familiarity with Core OS Services: Knowledge of core OS services such as SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP, and TPC/IP functionality. Basic Cloud Knowledge: Understanding of cloud concepts and technologies. Knowledge in Modern Device Management (MDM) and Mobile Application Management (MAM): Deep understanding of managing Windows, iOS, Android, and macOS devices using Intune. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The Technical Support Engineer reviews complex customer issues and resolves them through problem solving and collaboration. They also assist in implementing readiness programs and provide feedback for product and process improvements.