Technical Support Advisory Ic4
3 semanas atrás
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.
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**:
- Team Readiness & Development - you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
- Case Management (Delivery Excellence) - you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
- Managing Collaborative Activities - mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
- Supportability Activities - you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
- Process Improvement - collaborate with stakeholder teams providing product and process feedback.
**Qualifications**:
Required
Experience in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
- Experience in product, customer support and/or technical support experience.
- Experience in Network Security Engineering or consulting, and, or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics.
- Customer facing support experience
- Experience on 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 multi-cloud or hybrid deployments
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
Experience in one or more of these areas desirable
- Experience with Linux or Mac administration
- Scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level).
Language Qualification
Portuguese OR Spanish Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.
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.
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