Technical Support Engineering

Customer Service & Support

• Do you want to empower every person and every organization on the planet to achieve more?
• Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

Our culture is built around attributes that drive our every decision and our every action:

• Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
• Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.

Support Engineers (SE) serves as a Technical Engineer who provides responsive and reliable voice support for Microsoft’s Premier customers. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. The position focuses on assisting project managers, administrators and IT departments in moderate to complex technical issues with Microsoft Planner, Project Online, Project Server and Project for the Web. This will also include assisting customer’s in deploying and/or implementing the EPM solutions.

Responsibilities

• Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer experience, identifying customer satisfaction concerns and managing customer expectations

Technical Requirements

• Solid understanding of standard computer and networking concepts is required.
• Solid understanding of Microsoft 365 and Windows Platforms
• A degree of knowledge and demonstrated technical proficiency in SharePoint Online or Power Platform

Desirable Technical Expertise

• Project Management background and knowledge of Project Online, Project Server, Project for the Web and Microsoft Planner.
• SharePoint Server, SharePoint Online
• Power Platform background with knowledge of PowerApps, PowerAutomate, PowerBI
• Programming and debugging skills in one or more of the following: PowerShell, VBA, C#, Xml, ASP.NET

Education

Bachelors of Engineering/Technology, preferably in Computer Science, is required or at least 4+ yrs in related field (or equivalent) experience.

Language Qualification
English Language: fluent in reading, writing and speaking.