Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to 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 that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

Your Responsibilities

• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Qualifications

The successful candidate has the drive and intellectual curiosity to resolve the most difficult technical customer issues, often through collaboration with other technical specializations; will be a technical resource for the team regarding case reviews, troubleshooting and effective customer interaction and will interface with various levels of management within customers, Partners, and Microsoft.

You Will

• Possess deep technical expertise and can solve complex technical problems through sound, creative troubleshooting.
• Demonstrate critical thinking, strong communication skills and ability to develop strategic on going customer relationships.
• Work shift patterns, based on a rotation plan with your colleagues and peers
• Enjoy team work, and actively contribute to their peer group as well as our customer account teams.

Skills & Experiences, To Be Successful In This Role

• Managing customers and client accounts across varied industries, You will be customer centric and focussed with the ability to engage successfully with a wide range of business customers (SMEs and Enterprise/Corporate organisations)
• Accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.

Demonstrated experience with Active Directory, with a strong technical understanding and aptitude with the following:

• Active Directory Domain Services (AD DS) File
• Replication Service (FRS)Distributed File System
• Replication (DFSR)Group PolicyWindows Time ServiceAuthentication including Kerberos, NTLM, and PKI
• RODC, Kerberos, LDAP, FSMO Roles, AD Replication, FRS, SYSVOL, Group Policy, Certificates, NLTM Authentication, Domain and Forest Trust
• Addtional certifications/training would be beneficial (Windows Internals, Microsoft certifications- MCSE, MCSA, MCSD, MCTS)

Please note this position is available in multiple locations: Portugal, Poland, Egypt & Romania (Essential fluent speaking, reading and writing language skills will be required in these regions)

We welcome applications from all potential & passionate professionals who really want to pursue their technical career with customer interaction in the world of Support Engineering.

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.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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