Responsibilities

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Key Responsibilities
Scope and resolve complex issues with onboarding, deployment and configuration of products
Advise and educate customers on the features and capabilities of our products
Interpret and analyze log data to troubleshoot issues
Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues
Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively
Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds
Maintain current knowledge and understanding of product roadmaps and emerging technologies

Qualifications

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

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

Required Experience
5+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs, Azure Information Protection
5+ years Customer facing support experience.
5+ year Experience on Azure Active Directory administration, Microsoft Purview Compliance and/or Azure Information Protection
3+ year enterprise cloud experience with any of the major cloud providers, including cloud security.
Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Soft Skills
· Demonstrated experience learning new technologies
· Strong collaborative skills and extensive cross-group coordination skills
· Proven customer service skills supporting external and/or internal customers in an enterprise
environment
· Great phone presence and documentation abilities. Excellent executive communication and crisis
management skills
· Excellent documentation skills and ability to translate complex technical processes into simple to
follow written guides
· Previous experience working in a large, complex, highly matrixed global organization preferred
· Ability to work in a high pace environment
Education
· Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
· Preferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.)