Technical Support Advisory

Guidance (Text Only)Job Posting Content Content for the Responsibilities and Qualifications section of the job posting should be leveraged from the Role Library found on HRWeb: HRweb - Role Library. For guidance on how to create an impactful job description, reference the Job Posting Aid. For roles in the EU or UK: Years' experience should not be included. Accessibility Guidance - Use only the "Paste as Text" button in the text editor to transfer content, especially if using Microsoft Word, PPT, Outlook or OneNote - Change the Font Family to Calibri​ - Do not use special characters ​ - Use only one sub-heading for each of the 3 sections – e.g. - Responsibilities -> Key responsibilities​ - Qualifications -> Skills required​ - Only format content within the text editor (e.g. create bullets and bold styling using the associated buttons in the editor)​ - Remove all blank characters at the end of a sentence by pressing Enter to end each line Follow these suggestions for what to avoid in your job advertisement: - Do not mention unannounced products, technologies or project codenames. - Do not discuss future product milestones or roadmaps. - Do not mention executive names. - Do not use a team name unless well known to external audiences. - Do not discuss internal company goals or business strategies. - Do not discredit current Microsoft products in market or use language with a negative connotation when describing Microsoft products or services. - Do not use stats that may be newsworthy such as downloads, units, market share, sales, revenue, or other business metrics without first consulting your Public Relations team. - Do not mention specific competitors. - Absolute security, safety, and privacy do not exist. Therefore, do not make any statements that express or imply absolute security, safety, and privacy. - Do not reference internal URLs, job levels, or terminology. Responsibilities (Text Only)1. Case Management (Delivery Excellence)
• Conducts in-depth case reviews and wellness checks to ensure case progression and resolution.
• Acts as an escalation point and unblocks service delivery challenges.
• Provides process and technical feedback to improve case handling.
• Leads case triage meetings to share knowledge and optimize support. 2. Managing Collaboration Activities
• Facilitates cross-team collaboration to resolve complex technical issues.
• Manages the swarming process to bring the right resources together quickly.
• Coaches engineers on internal collaboration and community-building.
• Works with stakeholders to drive top priority issue resolution. 3. Process Improvement
• Gathers and shares feedback to enhance support processes and tools.
• Partners with managers and SDMs to plan and implement continuous improvements.
• Identifies process flaws early and advocates for necessary changes.
• Updates knowledge bases and evangelizes process best practices. 4. Readiness Development
• Assesses skill gaps and designs training plans for delivery partners and internal teams.
• Supports readiness initiatives including mentoring, documentation, and knowledge sharing.
• Collaborates with multiple stakeholders to implement readiness programs. 5. Supportability Activities
• Shares knowledge in internal communities and responds to engineering queries.
• Engages in reactive/proactive collaboration via swarming and issue management.
• Helps build communities across support roles to drive operational excellence.
• Drives quality and efficiency improvements in partnership with delivery leaders. Qualifications (Text Only)Required Qualifications:
• 4 years in system development, network operations, software support, IT, consulting or technical troubleshooting experience o OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3 years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• 3 years of prior product, customer support and/or technical support experience o OR equivalent experience Language Qualification English Language: fluent in reading, writing and speaking. Preferred Qualifications: Azure Fundamentals (Cloud Concepts, Azure Networking – E.g. Creating subnets, Azure Compute – E.g. creating / provisioning Azure Virtual Machines) Azure Resource Management: Subscriptions / Licenses, Role Based Access Control, User / Administrator Roles Azure Active Directory Fundamentals (eg: User, Group, Domain Management). Azure Active Directory Collaboration Solutions (B2B, B2C) Managed Identity (Password Hash Sync / Pass Through Authentication) vs Federated Identity Hybrid Identity Solutions Windows Active Directory Services (including ADDS, Auth Protocols, FSMO Roles, Replications, Group Policies, User Profiles, etc.) Windows Networking (TCP/IP Fundamentals, DNS Zones, DHCP, etc) Office 365 Management AAD Connect / DirSync / MIM / FIM/ Active Directory Federation Services (or any other 3rd party federation) Privileged Identity Management Provisioning to SaaS Applications PowerShell scripting and commands Tools (Network trace – netmon /wireshark, Fiddler) Experience on Additional Technologies (good to have): Microsoft Windows Servers and Client Operating Systems Exchange Server SQL Graph API Modern Auth Protocols (SAML, oAUTH etc.) Seamless Single Sign On ADAL/MSAL libraries 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. 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 Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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