Technical Support Advisory

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 Senior Technical Support Engineer you will own troubleshoot and solve complex customer technical issues This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and deepen 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 complex customer technical issues and act as an advisor to the customer collaborating within and across teams and leveraging troubleshooting tools and practices Readiness You lead in building communities with peer delivery roles and share your knowledge through readiness programs technical coaching and mentoring of others You deepen your technical and professional proficiency to enable you to resolve complex customer issues through training and readiness Product Process Improvement You engage with Microsoft Engineering Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements Qualifications Preferred Qualifications Abilities and Experience Basic understanding of O365 concepts and SaaS concepts a must Deep understanding and hands-on experience on OneDrive Sync new NGSC sync flow and troubleshooting Must have good technical knowledge on different versions of SharePoint Onpremise and SharePoint Online Operating Systems Concepts both Windows and MAC a basic installationtroubleshooting knowledge is a plus Hands on experience and conceptual through understanding of Active Directory Security Performance Networking concepts - DNS protocols Devices Active directory federation and Single Sign On concepts Basic understanding of IIS HTTP Requests Analysis of HTTP requests at intermediate level is preferable Office Installation basics and Office architecture c2r understanding is a plus Advanced troubleshooting skills using the tools Netmon Perfmon Fiddler traces Offcat diagnostics Should be passionate to work on cloud technologies and collaborate with teams across the business to drive seamless experience to the customers Experience in using various Office 365 SharePoint Online command is a plus Must know the concepts of Sharepoint Mysite concepts Social user profile Understand the social features in SharePoint such as Yammer Delve etc SharePoint and Office365 certificates are highly considerable Prior experience on Azure Sharepoint Onpremise and Sharepoint online or Office C2R understanding is an added advantage Qualifications Required Minimum Qualifications 3 years prior product customer support and or technical support experience Language Qualification English Language fluent in reading writing and speaking 5 years prior product customer support and or technical support experience 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