Overview‍

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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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 customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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.

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‍Responsibilities

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•    Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, 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.

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‍Qualifications‍

Required Qualifications:

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• Must have hands on multi years experience in technical support, technical consulting experience, or information technology services.
• Strong knowledge and understanding of TCP, IP protocols and OSI model.
• Experience with Infrastructure, Network Administration.
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS: Windows and, or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2.
• Hands-on experience of Proxy and Firewall.

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Medium to advanced technical knowledge in supporting and implementing the following Azure networking technologies will be a plus:

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Azure Virtual Networks /Security Groups / Routing/ Peering
Azure VPN technologies
Azure ExpressRoute technologies
Azure virtual WAN
Azure Virtual Router
Azure Load balancing technologies (Azure Load-Balancer, Azure Traffic Manager, Azure Application Gateway) & NAT-gateway
Azure Private Link services
Azure Bastion
Azure Firewall / NVAs / DDOS protection
Azure CDN technologies (CDN / Azure FrontDoor)
Azure DNS
Azure Network Watcher

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Language Qualifications:

English Language: confident in reading, writing and speaking.

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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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