Technical Support Engineering

Job Description Overview 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 customers 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. 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. You collaborate within and across teams, 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 - OR 3+ years of technical support, technical consulting experience, or information technology experience. - OR equivalent experience Language Qualification English Language: fluent in reading, writing and speaking. Intune Support Engineer: Role and Responsibilities What is Intune Intune is a cloud-based service that provides mobile device management (MDM) and mobile application management (MAM) for enterprises. Intune helps organizations to secure and manage their devices, apps, and data across various platforms, such as Windows, iOS, Android, and macOS. Intune also integrates with other Microsoft services, such as Azure Active Directory, Microsoft 365, and Microsoft Endpoint Manager. Responsibilities An Intune support engineer is responsible for the following tasks: Responding to customer inquiries and requests via phone, email, chat, or web portal. Diagnosing and resolving technical issues related to Intune, such as enrollment, policy, compliance, app protection, app deployment, reporting, and troubleshooting. Escalating complex or unresolved issues to the appropriate team or vendor. Documenting and updating customer cases and interactions in the support system. Providing feedback and suggestions to improve Intune service quality and customer satisfaction. Staying updated on Intune product updates, changes, and new features. Participating in training and certification programs to enhance Intune knowledge and skills. Collaborating with other Intune support engineers and teams to share knowledge and best practices. Providing technical support and troubleshooting for Intune customers via phone, email, or chat. Identifying, diagnosing, and resolving complex Intune issues in a timely and professional manner. Escalating unresolved cases to higher-level Intune support engineers or managers as needed. Documenting customer interactions, feedback, and solutions in the Intune support database. Following up with customers to ensure their satisfaction and Intune functionality. Participate in communities with peer delivery roles and develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness. Product/Process Improvement: Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements Technical Skills - Knowledge of Microsoft Intune, Azure Active Directory, and other cloud-based services and platforms. - Ability to troubleshoot and resolve common Intune issues such as enrollment, policy deployment, app management, device compliance, and reporting. - Experience with Windows 10, iOS, Android, and MacOS devices and operating systems, as well as their configuration and management options. - Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi. - Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron) - Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces. - Knowledge of System Center Configuration manager or system management - Cloud knowledge - Windows networking - Proficiency in using remote support tools, such as Microsoft Teams, Skype, or Zoom, to assist customers and provide guidance and demonstrations. - Communication and collaboration skills, including the ability to explain technical concepts in simple terms, listen actively, and work effectively with diverse and global teams. 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. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.