Technical Support Advisory

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 Senior Technical Support Engineer, 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.

This role is flexible in that you can work up to 50% 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.

Preferred Qualifications, Abilities and Experience

• Basic understanding of O365 concepts and SaaS concepts a must.
• Deep understanding and hands-on experience on OneDrive Sync, new NGSC sync flow and troubleshooting.
• Must have good technical knowledge on different versions of SharePoint Onpremise and SharePoint Online.
• Operating Systems Concepts both Windows and MAC (a basic installation\troubleshooting knowledge is a plus).
• Hands on experience and conceptual through understanding of Active Directory, Security, Performance.
• Networking concepts - DNS, protocols, Devices, Active directory federation and Single Sign On concepts.
• Basic understanding of IIS, HTTP Requests. Analysis of HTTP requests at intermediate level is preferable.
• Office Installation basics and Office architecture (c2r) understanding is a plus.
• Advanced troubleshooting skills using the tools Netmon, Perfmon, Fiddler traces, Offcat diagnostics.
• Should be passionate to work on cloud technologies and collaborate with teams across the business to drive seamless experience to the customers.
• Experience in using various Office 365/SharePoint Online command is a plus.
• Must know the concepts of Sharepoint Mysite concepts (Social/user profile).
• Understand the social features in SharePoint such as Yammer, Delve etc.,
• SharePoint and Office365 certificates are highly considerable.
• Prior experience on Azure, Sharepoint Onpremise and Sharepoint online or Office C2R understanding is an added advantage

Qualifications

Required/Minimum Qualifications

• 3+ years prior product, customer support and/or technical support experience.
• Language Qualification: English Language: fluent in reading, writing, and speaking.
• 5+ years prior product, customer support and/or technical support experience

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Response and Resolution:
You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

Readiness:
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:
You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements