Job Description :
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Interested inAzure Cloudsecurity supportWant to be part of one of these Cyber SecuritygroupsThencome join the CSS Security team at Microsoft as asecurity support engineerresponsible forlearning and supporting the cutting-edge security products. If you already have some experience on these, it would be an added advantage:Cyber Security - Endpoint Protection
System Centre Endpoint ProtectionAzure AntimalwareWindows Defender
Windows Defender Advance Threat ProtectionWindows Defender Exploit Guard*Microsoft Defender ATP for Mac*Microsoft Threat and VulnerabilityMgmt(TIMNA)*Cyber Security -Infrastructure Solutions
Azure Security CenterAzure Sentinel (ASI)*Cyber Security - Information Protection
Azure Information ProtectionActive Directory Rights Management Service
AzureKey vaultOffice 365 Security & Compliance and AuthenticationCyber Security -Threat Analytics
Cloud Application Security (MCAS)*Azure Advanced Threat Protection (ATP)
Advanced Threat Analytics
As asecurity support engineer, you will be an elite member ofa customer facing securitysupport teamworking on resolving complex issues with Azure Cloud and On-Prem Microsoft security products.Youhaveextensive experience providing mission critical customersupport to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more.Youhave a passion for learning new technologies, collaborating with other experts to find solutions, having complete customer obsession, continuously optimizing and improving the customer support experience, andhaving fun.Youenjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution.Youobsessover small details to make sure that each customer interaction not only drives issues to resolution, but also ensures that customers areeffectively using Microsofttechnologiesto further the success of their business.
In all interactions with our customers, you communicate effectively, have complete accountability and ownership over providing amazing results, show resourcefulness in providing timely and effectivesolutions, and approach every situation with empathy, care, and a focus on providing an amazing experience. When you don't know the answer, you 'swarm' with other engineers at Microsoft to come up with a solution quickly, and you aren't afraid to ask questions and learn new things daily. You don't let anything block you in the pursuit of a world class customer service experience for our customers.
This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.
Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly andconcisely andbuild broad relationships with influencers to impact key business results.Youare passionate about improvingthe customer support experience and the product by collaborating with software developers to recommend feature improvements.Key Responsibilities
Scopeand resolvecomplex issues with onboarding, deployment and configuration of productsAdvise and educate customers onthe features and capabilities of our products
Interpret and analyze log data to troubleshoot issuesCommunicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the futureCollaborate and coordinatewith other teams and experts throughout Microsoft to tailor the best solution for customer issuesDevelop, document, andimplement runbooksfor training, process standardization, and guidance on how to troubleshoot effectivelyTroubleshoot issues in customer environments involving cloud, server,endpoint, and network infrastructure
Perform activities necessaryto quickly mitigate outages and service interruptions in the customer's environment by recommending and implementing workaroundsMaintain current knowledge and understanding ofproduct roadmaps and emerging technologiesflexibility to work in shifts / weekend coverages on rotation.qualificationsrequired experience
2+ years of experience in network security engineering or consulting, and/or systems administration.
2+ yearscustomer facing support experience.1+ yearexperience on windows server, windows client, active directory and/or azure active directory administration.1+ year enterprisecloudexperiencewith any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybriddeploymentsexperience supporting large and complex geographically distributed enterprise environments with 1000+ userssoft 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 anenterprise
- great phone presence and documentation abilities. excellent executive communication and crisis
- excellent documentation skills and ability to translate complex technical processes into simple to
- previous experience working in a large, complex, highly matrixed global organizationpreferred
- ability to work in a high paceenvironment
- 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.)
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.