Intune CxE Technical Specialist

1 month ago


Bengaluru, Karnataka, India Microsoft Full time

Job Summary

Microsoft is seeking a highly skilled technical specialist to join our Intune Customer Experience (CXE) team. As an Intune CxE Technical Specialist, you will play a key role in driving Intune Support to be a hardened discipline with engineering, an operating business within Intune, and an extraordinary experience for our customers and partners.

Key Responsibilities

  • 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
  • Partner with the 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

  • Passion for customers
  • Production experience in software installation, configuration, web server support, security, monitoring, and change control procedures
  • Demonstrated experience in Client Side Support, Hardware/OS, and Networking
    Sound troubleshooting skills
  • Experience with Windows, iOS and Android devices and operating systems
  • Ability to deal with the ambiguity associated with working in a fast-paced and changing environment.
  • Excellent written and oral communication skills
  • Familiarity with the Software Development Life Cycle (SDLC) in a faced-paced, agile environment
  • Leadership: sound problem resolution, judgment, negotiating and decision-making skills
  • 4+ years' experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems

Benefits

  • Industry leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect


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