Microsoft Support Engineers provide information and responsive and reliable resolution of the most critical and highest impact problems for Microsoft’s strategic corporate customers using Microsoft products. This particular opportunity is focused on deploying and activating the Microsoft Office products, both On Premise and in the Cloud.
Successful candidates will positively impact customer satisfaction and expand internal visibility of customer issues by managing complex, mission critical issues from all customer segments, including Enterprise Accounts and Partners in a dynamic support environment. They will use expert customer relationship skills, negotiation and conflict management, research experience, and process management expertise to provide complete and timely follow-up to customer issues.
Provide in-depth technical support for customers and partners via phone and e-mail support, while ensuring satisfaction with Microsoft software.
Determine the best approach for resolving technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.
Engage and collaborate with other Microsoft groups, including escalation teams, to obtain resolution to critical, complex issues.
Engage management, as needed, on highly sensitive or recovery issues.
Provide exceptional customer service in politically charged environments.
Customer on-site visits and travel may be requested with very little advance notice.
Create and maintain technical content including Knowledge Base articles, blogs, whitepapers, training documents, etc.
Maintain strong working knowledge of all related products and technologies as well as future release products and take ownership for product improvement in key product areas.
Participate in planned team shift rotations to cover business
Superior problem solving and troubleshooting skills in technical areas
Exceptional customer service, overall communication skills, and technical writing skills
Must have sufficient technical depth to communicate with Escalation and other internal organizations at a peer level
Must have the ability to work independently with minimal management supervision and as part of a team of engineers
Demonstrated aptitude for providing exceptional customer service in politically charged environments
Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development.
Ability to apply technology to improve existing products and systems at customers and for internal use
Ability to adapt quickly to changing circumstances, direction, and strategy
Demonstrate strategic thinking with value-add contributions
Strong understanding of client/server, networking, and Internet technologies.
Good knowledge of Database "Know How": MS Access, MS SQL
Experience in network operations, software support or I.T. consulting.
Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.
Experience in log analysis (Process monitor, Process Explorer, Network monitor, Fiddler, Message Analyzer)
Knowledge in troubleshooting network and DNS issues
Knowledge in troubleshooting issues related to permissions in Active Directory and group policy management
Strong knowledge of domains, forests, trusts and FSMO roles
Knowledge of Operating System fundamentals and memory management.
Knowledge of troubleshooting Microsoft Office products will be an added advantage.
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 firstname.lastname@example.org.