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Technical Support Engineering

4 meses atrás

Lisboa, Lisboa, Portugal Microsoft Corporation Tempo inteiro

With a team of over 18,000 professionals worldwide, Microsoft's Customer Experience & Success (CE&S) department focuses on developing and implementing a top-notch end-to-end customer experience strategy. Join us in shaping a future where customers choose us not just for our exceptional products and services, but also for the unique and connected customer journey we offer.

Within the CE&S division, the Customer Service & Support (CSS) unit plays a key role in establishing trust and confidence by providing seamless support. We assist customers and partners in swiftly resolving issues, anticipating and preventing future challenges, and showcasing innovative ways to maximize their Microsoft investments.

Today, customers encounter intricate challenges in safeguarding their data and adopting hybrid and cloud solutions. Our latest addition to CSS - Security, Compliance, Identity, and Management (SCIM) - reinforces our commitment to enhancing our company's overall security strategy and addressing customers' critical needs comprehensively.

In our Customer Service & Support (CSS) team, we are seeking individuals passionate about delivering customer success. As a Technical Support Engineer, you will be responsible for diagnosing and resolving complex technical issues customers face. This role offers you the opportunity to advance your career by honing your problem-solving skills, fostering collaboration, conducting research, and enhancing your technical expertise.

This position allows for up to 100% remote work flexibility.

At Microsoft, our mission is to empower every individual and organization globally to accomplish more. Together as a team, we adopt a growth mindset, innovate to empower others, and collaborate to achieve our collective objectives. We continuously uphold our values of respect, integrity, and accountability to cultivate an inclusive culture where everyone can thrive professionally and personally.

Responsibilities

*Enterprise Cybersecurity: *

As a Technical Support Engineer, your role is pivotal in delivering exceptional Customer Support. Your duties will involve:

  • Taking charge of customer technical issues, effectively troubleshooting them, and ensuring timely resolution.
  • Identifying cases requiring escalation and coordinating with relevant teams for resolution.
  • Generating and managing incident management requests, as well as contributing to case deflection initiatives and automation endeavors.
  • Providing technical coaching, mentorship, and knowledge sharing among peers.
  • Promoting technical collaboration and interaction across teams and departments.
  • Leading or engaging in the establishment of communities with peer delivery roles.

If you are prepared to embark on a fulfilling career journey with Microsoft and play a role in providing world-class technical support, we invite you to apply now. Join us in enabling individuals and organizations globally through innovative technological solutions.

Qualifications

Desired Experience

To excel in this position, you should possess:

  • A Technical Degree or equivalent practical experience in domains like network Security Engineering, Systems Administration Security, customer-facing support, or cloud administration (including familiarity with endpoint security, server security, or threat analytics).
  • Proficiency in deploying, managing, and/or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions.
  • Proficiency in Windows Server, Windows Client, Active Directory, and/or Azure Active Directory administration.
  • Enterprise cloud experience with any major cloud provider (comprising cloud security, networking, and migration of multi-cloud 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:

  • Rapid learning aptitude and a problem-solving approach.
  • Strong collaborative and cross-functional coordination skills.
  • Demonstrated customer service expertise in supporting enterprise customers, encompassing empathy and responsibility.
  • Strong communication skills, both verbal and written, particularly in managing critical situations.
  • Exceptional documentation abilities and the skill to translate complex technical processes into easy-to-follow documentation.
  • Resourcefulness and innovative problem-solving skills.
  • Experience working in large, intricate, worldwide organizations is advantageous.
  • Ability to thrive in a dynamic, fast-paced environment.

Education and Certifications

Preferred qualifications include:

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

Language Requirements


• Proficiency in English at a B2 level or higher (both written and spoken).


• Knowledge of Spanish, German, or French is a plus.

Additional Notes

We consider essential customer skills such as empathy, responsibility, customer focus, innovative problem-solving, a troubleshooting mindset, and resourcefulness critical for success in this role.

Candidates must meet Microsoft, customer, and/or government security screening prerequisites for this role, including specialized security screenings such as Microsoft Cloud Background Check as mandated during onboarding and biennially thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive fair consideration for employment without regard to various factors. For accommodations due to a disability during the application process, refer to the official guidelines.