Technical Support Engineering

1 semana atrás

Lisboa, Lisboa, Portugal Microsoft Tempo inteiro

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.


Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so.

Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.


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 complex 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:

Enterprise Cybersecurity:

As a Technical Support Engineer, you will play a pivotal role in delivering an outstanding Customer Support experience

Your responsibilities will include:

  • Taking ownership of customer technical issues, troubleshooting them effectively, and ensuring timely resolution.
  • Identifying cases that require escalation and liaising with relevant teams for resolution.
  • Creating and maintaining incident management requests and contributing to case deflection initiatives and automation efforts.
  • Providing technical coaching, mentoring, and knowledge sharing to peers.
  • Driving technical collaboration and engagement across teams and departments.
  • Leading or participating in building communities with peer delivery roles.
CES #CSS #SCIM #CyberDefender

Qualifications:

Desired Experience

To excel in this role, you should have:

  • A Technical Degree
    or equivalent practical experience in areas such as network Security Engineering, Systems Administration Security, customer-facing support, or cloud administration (including experience with endpoint security, server security or threat analytics)
  • Experience with deploying, administering and /or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions
  • Experience in Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.
  • Enterprise cloud experience with any of the major cloud providers (including cloud security, networking, and migration of multicloud or hybrid deployments).
  • Preferred experience with Microsoft 365 Defender, Microsoft Defender for Endpoint, System Center Endpoint Protection, Azure Antimalware, Windows Defender, or Advanced Threat Protection.

Professional Skills

We value the following skills and attributes:

  • Fast learning abilities and a troubleshooting mindset.
  • Strong collaborative and crossgroup coordination skills.
  • Proven customer service skills supporting customers in an enterprise environment, including empathy and accountability.
  • Great phone presence, executive communication and critical situations management skills
  • Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides
  • Resourcefulness and creative problemsolving skills.
  • Experience working in large, complex, global organizations is preferred.
  • Ability to thrive in a fastpaced environment.

Education and Certifications

Preferred qualifications include:

  • Bachelor's degree or higher in a technical field, or relevant work experience.
  • IT industry certifications such as Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.

Language Requirements

  • A B2 or higher language proficiency (written and spoken) in English.
  • Optional proficiency in Spanish, German or French as an advant

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