With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 100% from home.

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

Response and Resolution

• You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

• You participate in communities with peer delivery roles.

• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement

• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Qualifications

Required Qualifications

Several years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field

• Experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and, or related

• Experience in ERP working in one or more of the following Technology areas:

o Environment deployments and monitoring in Azure or other Cloud management Systems

o Understanding of SysInternals tools – Process Monitor, Process Explorer

o Programming skills are useful, preferably in C++ or C# development - basic knowledge (ability to read code and write simple programs)

o Understanding of IIS, troubleshooting website issues, HTTP responses

o Network debugging skills (Fiddler, Network Monitor , Wireshark , Message Analyzer)

o Understanding of data management and migration concepts

o Strong knowledge of operating systems (Windows and, or Linux)

o Good knowledge of Microsoft SQL and Active Directory

o Working experience of Visual Studio, SharePoint or Exchange

Experience in one or more of these areas desirable

• 2+ years in a customer facing service role in any capacity

• Strong customer service, accurate and logical problem solving

• Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring

• Excellent Communication Skills - verbal, listening, and written (including technical writing).

• Interpersonal and relationship skills proven through work experience

• Passion for lifelong learning and personal and professional development

• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System

• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)

• Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems or Computer Engineering

Language Qualification

English Language: confident in reading, writing and speaking.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .