Technical Support Engineering
Microsoft
Technical Support Engineering
Multiple Locations, United States
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Microsoft Intune is a cloud-based enterprise mobility management (EMM) service that helps enable your workforce to be productive while keeping your corporate data protected. Intune integrates closely with Microsoft Entra ID for identity and access control, and Azure Information Protection for data protection.
Key Features of Microsoft Intune:
Device Management: Manage and protect your organization's devices, including iOS, Windows, and Android platforms. This includes configuring device security, compliance policies, and access rights.
App Management: Assign, manage, and protect apps within your organization. This includes configuring apps, protecting app data, managing app policy assignments, and implementing app security rules.
Security and Compliance: Ensure that your organization's devices and apps comply with security policies and regulations. This includes setting up compliance policies, conditional access, and endpoint security.
Integration with Other Services: Intune integrates with other Microsoft services such as Microsoft Endpoint Manager, Configuration Manager, and ServiceNow for a comprehensive IT management solution.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineering, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
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.
Qualifications
Required Qualifications:
- 5+ years technical support, technical consulting experience, or information technology experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience,
- or information technology experience.
- Experience on how to enroll Windows(Autopilot), MAC, iOS and Android devices from Intune, setting up basic policies.
- Experience or Knowledge in managing and protecting organizational devices, including iOS, Windows, and Android platforms. This includes configuring device security, compliance policies, and access rights.
- Experience or Knowledge in assigning, managing, and protecting apps within an organization. This includes configuring apps, protecting app data, managing app policy assignments, and implementing app security rules. Troubleshooting in this area is a desired skill.
- Experience or Knowledge of ensuring organizational devices and apps comply with security policies and regulations. This includes setting up compliance policies, conditional access, and endpoint security.
- Experience or Knowledge in integrating Intune with other Microsoft services such as Microsoft Endpoint Configuration Manager, EntraID
- Business level fluency to read, write and speak English proficiently.
Other Qualifications:
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.
Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.
Additional or Preferred Qualifications:
- Microsoft Technology Certifications
Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $112,000 - $185,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until June 9th, 2025.
#CES #CSS #SCIM
Responsibilities
Response and Resolution:
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
- Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
Readiness:
- Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
Product/Process Improvement:
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
- Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
- Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
- Translates feedback and creates processes and workflows for case resolution.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Business Integration:
- Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
Other: