Windows 365 Technical Support Consultant

2 weeks ago

Delhi, India Upwork Full time
Upwork is the world's largest marketplace and we support businesses connecting them with Independent talent from all across the globe.

One of our clients; an American multinational technology company, is in search of

Windows 365 Technical Support Consultant.

You will provide remote assistance to customers who have questions or problems related to Windows 365, the cloud-based service that delivers a full Windows 10 or 11 experience from the Microsoft cloud to any device. You will be using various tools and platforms to communicate with customers and troubleshoot their issues. You will also have value add conversations with customers and track them in a SharePoint tracker for further insights.

Responsibilities:Receive and respond to Windows 365 related reactive questions from customers via phone, chat, email, or other channels.Use your knowledge of Windows 365, Windows Intune, Microsoft Identity Management, and other related technologies to diagnose and resolve customer issues.Work on common issues such as provisioning, identities, session connectivity, client side, resizing, performance, authentication, Azure network connection, cloud PC recovery, and more.Document and update customer cases and interactions in the respective case management systems.Escalate complex or unresolved issues to the appropriate teams or resources.Provide feedback and suggestions to improve the quality and efficiency of the Windows 365 service and support.Participate in training and certification programs to enhance your skills and knowledge.

Qualifications:Understanding of what Windows 365 is and how it differentiates from other Microsoft offerings.Familiarity with Windows 365 deployment, management, and supportBasics of cloud computing, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS).Microsoft Azure fundamentals, given that Windows 365 is built on Azure.Deep knowledge of Windows 10 and Windows 11, including installation, configuration, and troubleshooting.Familiarity with Windows updates, patches, and security features.Understanding of networking concepts such as VPN, DNS, DHCP, IP addressing, and subnets.Knowledge of network troubleshooting tools like ping, tracert, and netstat.Basics of cybersecurity, including firewalls, anti-virus, and anti-malware solutions.Understanding of Microsoft security solutions like Microsoft Defender, Azure AD, and Multi-Factor Authentication (MFA).Familiarity with Microsoft Endpoint Manager (Intune) for device and application management.Knowledge of Group Policy and Active Directory.Basics of virtualization technologies, especially as they relate to cloud-based solutions.Understanding of Remote Desktop Services (RDS) and related protocols.Familiarity with Microsoft 365 suite, including Teams, SharePoint, and OneDrive, as they might integrate or interact with Windows 365.Knowledge of backup solutions and disaster recovery strategies, especially in a cloud environment.Understanding of data protection regulations and how they apply to cloud services.Certifications, such as the Microsoft Certified:

Windows Virtual Desktop Specialty or other relevant Microsoft certifications, can also be beneficial for a Windows 365 Technical Support Engineer.Minimum 2 years of demonstrated experience in providing technical support for Windows or cloud-based services.Strong knowledge of Windows 365, Windows Intune, Microsoft Identity Management, and other related technologies.Ability to troubleshoot and resolve customer issues using various tools and methods.Excellent communication and interpersonal skills, with a customer-oriented attitude and a passion for helping others.Fluent in English, both written and spoken.Flexible and adaptable to work in a fast-paced and dynamic environment.Self-motivated and proactive, with a willingness to learn and grow.

You’re required to meet the following device requirements:Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools.Preferred:Dedicated laptop or PC for this project with no additional work or personal software installed OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project OR have an additional USER profile dedicated only for this project, with no other software runningWindows 10 Pro (latest updates installed)Minimum of 8 GB Ram (16 is recommended)Core i3 processor (i5 is recommended)Minimum of 256GB Hard disk (256 SSD is recommended)Ethernet connection requiredFor security requirements, freelancers will not connect to the provided systems and tools using WiFi neither using any public networks.A minimum of 25 Mbps download speed & 10 Mbps upload speedNo 3rd-party antivirus software installedMedia devices that are Teams compliantMicrophone/headset with background noise canceling (not a phone headset)Webcam, preferably compatible with Windows Hello TechnologyPlease note that there is a background check required for this contract, as permitted under applicable law if you’re hired.

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