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

• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  
  

Qualifications

Required Qulification:

• 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
• Experience in WSUS, SMS, SCCM 2007 , 2012 and Microsoft Intune
• Operating Systems Concepts – Active Directory, Security, OS Internals
• Networking concepts – DNS, protocols, Devices
• IIS Concepts – Configuration, ISAPI, Architecture, SSL and Kerberos
• Exception Handling
• Memory Management concepts
• Tools – Netmon, Perfmon, SQL Profiler
• Basic debugging skills
• Basic SQL Server Administration concepts
• Strong knowledge of: any Windows OS, Mobile device OS, Client, Server knowledge, understanding of Cloud services
  
  

Experience In One Or More Of These Areas Desirable

• Exchange, SCCM, Mobile device configuration and app deployment
• Cloud products like Azure, Office 365
• Mobile device management tools and programming knowledge
• Mobile Device Management product , Mobile Application Management product experience