Senior Service Engineer

1 month ago

hyderabad, India Microsoft Full time

Overview

Does pioneering new and innovative ways to reimagine and transform end-user productivity across the breadth and depth of Microsoft’s global workforce sound exciting to you? Are you passionate about the future of work, driving innovation and showcasing an employee experience blueprint that inspires customers and partners to navigate their digital transformation? If so, Microsoft Digital (MSD) is an excellent place for you to grow your career.

At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. As a member of our engineering team, you will play an integral part in making that happen, navigating us into the future and impacting the lives of people all around the world.

Microsoft Digital (MSD)’s mission is to power, protect, and transform the employee experience at Microsoft around the world. Come build community, explore your passions, do your best work and be a part of the team within Microsoft’s Data Platform & Growth (DPG) organization and Experiences & Devices (E+D) division. Microsoft Digital (MSD), is the team that innovates, creates, and delivers the vision for Microsoft’s employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft’s internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work.

The Employee Experience team within Microsoft Digital is the heartbeat of the employee experience across the company. The team powers, enables, and transforms the digital Microsoft employee experience across devices, applications, and infrastructure. They propel the company forward in terms of modern workplace patterns and practices and provide an inspirational enterprise blueprint for customers and partners.

Do you want to lead the digital transformation? Do you want to transform the industry by defining and showcasing Microsoft’s strategy across any number of client experiences? If so, you may be a great candidate for one of our openings in Employee Productivity Services Engineering. We are looking for a motivated, technically oriented Service Support Engineer to support and manage the core client experiences across Microsoft’s Enterprise footprint. Our objective is to fully transform the Enterprise client experience, making it as simple, intuitive, and reliable as possible while enabling the next level of productivity for both internal and external customers.

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Job Purpose

In this role, the Service Support Engineer II will be responsible for understanding the services and components required to deliver a particular experience, establishing clear service or component optimization strategies, and introducing new capabilities and technologies that revolutionize the user experience and advance the industry. You will be part of a self-managed Feature Crew responsible for the overall experience. You will engage and manage multiple internal and external stakeholders including employees, product teams, OEMs, and Suppliers. You will also play a key role in defining the service offering and roadmap to enable Microsoft’s customers to achieve amazing results in their own digital transformation. 

The ideal candidate will have a strong technical background and in-depth industry experience in the software and services aspects of the Enterprise Client Experience. We are looking for candidates that demonstrate strong business acumen, critical thinking, and negotiation skills with a track record of strong customer advocacy. The Service Support Engineer will balance technical and business objectives and will engage and influence senior leaders internally and externally to deliver high quality solutions and user experiences. 

Qualifications

Qualifications:

Required Qualifications:

Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, or systems engineering or equivalent experience in Enterprise IT 1+ years technical experience working with large-scale cloud or distributed systems. You’ve managed services – you have 3+ years of experience managing and improving an enterprise service, including support for Production systems  You demonstrate strong technical skills for troubleshooting client/server software issues across multiple platforms, such as Windows, Linux, Mac, iOS, Android and Self-Problem-Solving capability  You can write scripts & comfortable with C#, Json, Python language with PowerShell/VS Code  You’ve led – you have a proven track record of successful Agile project implementations  You collaborate – you can explain your work, you can ask great questions, you can listen to your peers and your customers, and you love to give and receive feedback  You’re learning – no matter how much you know, you are always seeking to learn more and to become a better engineer  You’re applying your knowledge – you are comfortable using PowerShell scripts, VS Code, Azure, Power BI and have used these tools to drive automation and service health improvements  You’re influencing others and be held accountable for delivery without implicit authority.

Preferred Qualifications:

Understanding of Agile/Scrum methodologies 3+ years of experience with client management & software issue troubleshooting 2+ years of experience with C#, Json, Python language 2+ years of experience working in an Agile environment Passion for using data and analytics to drive business value Experience with client management technologies such as SCCM/Intune Demonstrated curiosity for new technologies and passion for the user experience

Non-Technical skills

Problem solving - Ability to clearly understand problems, decompose them into smaller problems; and technical articulation skills so that it is easy for the team to collectively solve.  Good communication and stakeholder management skills High capacity to learn and adapt to new technologies and engineering processes quickly.

Location: We are hiring in the following locations: Hyderabad, India.

Responsibilities

Responsibilities

Perform in a lead technical role to provide Tier 3/Tier 4 level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement.  Provide a high level of support/service engineering across multi-platform products and services – Windows Client/Server, Client networking, Linux, Mac, iOS & Android.  Analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs.  Perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks.  Provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up. Manage incident resolution SLA/OLA, Time To Escalation and Time to Resolution. Collaborate with strategic service managers and engineering groups for the fast resolution of customer issues including working with customers directly on complicated issues. Additional responsibilities include monitoring support tickets and investigations for technical accuracy, support resource gaps, and identification of support quality needs and issues.  Perform not only the technical issue resolution, but also provide analytical reports to the leadership team for a strategic decision on Employee Productivity Services. Advance the industry leading Zero Trust strategy by removing all service dependencies on VPN  Collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple roles as required (End User, IT Admin, & App Owner)  Design and lead execution of service operations through various support teams to achieve or exceed SLAs, KPIs, and strategic goals  Lead Live Site governance of the key business/service metrics in production to ensure a timely remediation of production issues and to ensure the service performs well on the agreed outcomes. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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