Technical Support Engineer

4 weeks ago

Bengaluru, Karnataka, India Microsoft Full time

About Microsoft Customer Experience & Success

At Microsoft, we're on a mission to empower every person and organization on the planet to achieve more. Our Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. We're looking for a Technical Support Engineer to join our team and help us achieve this mission.

Job Summary

We're seeking a skilled Technical Support Engineer to join our Digital Transformation Platform (DTP) group. As a Technical Support Engineer, you will be responsible for providing in-depth technical and subject matter expertise for one or more products, services, or scenarios. You will drive delivery excellence in a collaborative environment to achieve superior customer outcomes.

Responsibilities

  • Team Readiness & Development: Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
  • Case Management (Delivery Excellence): Perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
  • Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
  • Supportability Activities: Contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
  • Process Improvement: Collaborate with stakeholder teams providing product and process feedback.

Qualifications

  • 5+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting, or technical troubleshooting experience.
  • 4+ years prior product, customer support, and/or technical support experience.
  • Experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and/or related.
  • Experience in ERP working in one or more of the following Technology areas:
    • Environment deployments and monitoring in Azure or other Cloud management Systems.
    • Understanding of SysInternals tools – Process Monitor, Process Explorer.
    • Programming skills are useful, preferably in C++ or C# development - basic knowledge (ability to read code and write simple programs).
    • Understanding of IIS, troubleshooting website issues, HTTP responses.
    • Network debugging skills (Fiddler, Network Monitor, Wireshark, Message Analyzer).
    • Understanding of data management and migration concepts.
    • Strong knowledge of operating systems (Windows and/or Linux).
    • Good knowledge of Microsoft SQL and Active Directory.
    • Working experience of Visual Studio, SharePoint, or Exchange.
  • Experience in one or more of these areas desirable.
  • 2+ years in a customer-facing service role in any capacity.
  • Strong customer service, accurate and logical problem-solving.
  • Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring.
  • Excellent Communication Skills - verbal, listening, and written (including technical writing).
  • Interpersonal and relationship skills proven through work experience.
  • Passion for lifelong learning and personal and professional development.
  • Exposure and experience working with customers on the Cloud.
  • Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS).
  • Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems, or Computer Engineering.

Language Qualification

English Language: fluent in reading, writing, and speaking.

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