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Senior Technical Support Specialist

1 month ago

Bengaluru, Karnataka, India Microsoft Full time
Job Description

Microsoft is seeking a highly skilled Senior Technical Support Specialist to join our team as an Enterprise Intune Engineer II. This role will play a critical part in driving Intune Support to be a hardened discipline with engineering, operating as a business within Intune, and delivering an extraordinary experience for our customers and partners.

About the Role
  • The ideal candidate will have a passion for customers and a hunger for groundbreaking change, with demonstrated capability to manage at scale.
  • They will partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support & customer impact.
  • Lead supportability and troubleshoot the availability of the service.
  • Define metrics and analyze system performance.
  • Drive process improvements within the team and the larger organization as a whole.
  • Provide active coordination across multiple support teams.
Responsibilities
  • Partner with software engineering and production support teams to resolve issues.
  • Drive bugs/DCRs related to problem management tickets.
  • Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings.
  • Enable customer support teams and partners in a wide range of technical subjects.
  • Voice of the Customer: Identify trends that generate customer calls, review community data, and use that data to drive improvements back into the product.
Requirements
  • Possess 4+ years' experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems.
  • Hold excellent written and oral communication skills.
  • Familiarity with the Software Development Life Cycle (SDLC) in a faced-paced, agile environment.
  • Leadership skills including sound problem resolution, judgment, negotiating and decision making.
Benefits
  • Industry-leading healthcare.
  • Generous time away.
  • Giving programs.
  • Opportunities to network and connect.