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Technical Support Engineering

Microsoft

Microsoft

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Monday, February 12, 2024
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.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve 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 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.

Responsibilities

Response and Resolution

  • You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

  • You participate in communities with peer delivery roles.
  • You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement

  • You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

Required

  • 4+ years prior product/technical support customer facing experience.
  • Technical experience and knowledge working in Azure technical support or equivalent technology.
  • Technical skills and hands on experience in 2 or more of the following areas: Active Directory, ADFS, SSO configuration, Azure Identity protection, Identity Management, O365 Identity, Azure MFA.
  • Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Experience in one or more of these areas desirable

  • Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
  • OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.
  • Strong Experience in Active Directory Services (including ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc.)
  • Exposure to cloud technologies like Azure (Identity management) and ADFS.
  • Azure / Azure Active Directory hands on and troubleshooting experience.
  • Azure 533 certification preferred.
  • AADConnect, O365 and Exchange Online technologies knowledge preferred.
  • Knowledge of PKI and Authentication protocols.
  • Experience and understanding of ADFS.
  • Comfortable with PowerShell scripting and commands.
  • 3+ years of experience in administering Microsoft® Windows 2008 and Windows 2012 Servers.
  • Good English Communication Skills - Spoken and Written (including technical writing)
  • Strong Trouble Shooting and problem solving skills
  • Excellent customer Service skills and effective learning skills Critical Exposure areas & Technical Specifications:
  • Trouble shooting and problem solving skills.
  • Good Active Directory foundation and fundamentals.
  • Troubleshooting complex scenarios within Active Directory \ Windows Networking, Replication, DFSR, Group Policy management and Public Key Infrastructure (PKI) \ Certificate Services.
  • Additional Technology Certifications – Cisco, Unix, Security etc. (Good-to-have)

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.

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.