Technical Support Engineering

With more than 45 000 employees and partners worldwide the Customer Experience and Success CE S organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft s products and services ignited by our people and culture We drive cross-company alignment and execution ensuring that we consistently exceed customers expectations in every interaction whether in-product digital or human-centered CE S is responsible for all up services across the company including consulting customer success and support across Microsoft s portfolio of solutions and products Join CE S and help us accelerate AI transformation for our customers and the world 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 are powered by Microsoft s AI technology to help consumers businesses partners and more resolve their issues quickly and securely helping prevent future problems from occurring and achieving more from their Microsoft investment 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 hone your problem-solving collaboration and research skills and develop 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 own investigate and solve customer technical issues collaborating within and across teams and leveraging troubleshooting tools and practices Readiness You lead or participate in building communities with peer delivery roles and where appropriate share your knowledge You develop specific technical and professional proficiency to enable you to resolve customer issues through training and readiness Product Process Improvement You identify potential product defects and escalate appropriately to resolve contributing to Microsoft product improvements 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 o OR 3 years of technical support technical consulting experience or information technology experience o OR equivalent experience Language Qualification English Language fluent in reading writing and speaking Strong understanding of TCP IP protocols and the OSI model Experience with Infrastructure and Network Administration Deep troubleshooting knowledge in large-scale networking environments Familiarity with tools such as Wireshark Network Monitor or Message Analyzer Awareness of Public Private and Hybrid Cloud models Experience with Windows and or Linux operating systems Understanding of Virtualization and Software-Defined Networking SDN technologies Understanding of protocols and services such as VPN IPsec DHCP DNS HTTP S MPLS BGP Layer 2 3 etc Knowledge of Proxy Firewall configurations and security principles Preferred Beneficial Hands-on knowledge of Azure Platform services e g VM VNet NSG Load Balancer VPN Familiarity with deployment and support of cloud-native applications and Azure DevOps pipelines Prior experience in technical support or consulting roles in enterprise environments Certifications such as AZ-104 AZ-700 AZ-305 or equivalent Preferred Beneficial Hands-on knowledge of Azure Platform services e g VM VNet NSG Load Balancer VPN Familiarity with deployment and support of cloud-native applications and Azure DevOps pipelines Prior experience in technical support or consulting roles in enterprise environments Certifications such as AZ-104 AZ-700 AZ-305 or equivalent 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 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