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Microsoft Corporation Technical Support Engineering in Cambridge, Massachusetts

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. 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 over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. 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.

Responsibilities

Responsibilities

Response and Resolution

  • Acts as a First response for Strategic and non-Strategic customers related to technical support. Provides Technical Support for complex products, including escalated issues, mainly to end users, along with developers and corporate customers.

  • Provides support via telephone, written correspondence, and electronic media. Works independently with limited supervision. May provide technical training, coaching and mentoring to other engineers.

  • Must have sufficient technical depth to communicate with development and other internal organizations at a peer level. Strong communication, problem solving, and technical writing skills; excellent customer service and support skills required.

  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

  • Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

  • Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness

  • Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

Product/Process Improvement

  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

  • Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.

  • Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.

  • Translates feedback and creates processes and workflows for case resolution.

  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Business Integration

  • Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Other

  • Embody our culture and values

Qualifications

  • Qualifications Required/Minimum Qualifications

  • 5+ years technical support, technical consulting experience, or information technology experience

  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

  • Microsoft Endpoint Configuration Manager(MECM). Candidates must have actual experience troubleshooting.

  • Customer Service Skills

  • 2 years of Microsoft Server experience

  • 2 years of Microsoft cloud services such as Azure and Intune

  • Exceptional Problem-Solving and Communication Skills

  • Two or more years of experience in systems development, network operations, software support or I.T. consulting with a working knowledge of: SQL Database concepts and some familiarity with SQL Profiler.

  • Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management.

  • Understanding of Patch Management and some experience with Windows Server Update Services (WSUS) will be preferred. Understanding of WMI and familiarity with WQL queries

  • Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups.

  • Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing.

  • Strong knowledge of any Microsoft® System Center Products, with an emphasis on the following Configuration Manager concepts: General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy.

  • Experience with installing sites, Software Updates Management, Operating System Deployment and Software Distribution.

  • Experience with various client features like discovery, installation, inventory and software metering. Familiar with status messages and various server and client side logs used for troubleshooting. Understanding of site backup and recovery. Additional or Preferred Qualifications

  • Experience with installing sites, Software Updates Management, Operating System Deployment and Software Distribution.

  • 3-6 years of experience working specifically with MSFT products. 2-3 years of experience in systems experience.

  • Need keen and good learners that are passionate about the industry.

  • Best: SQL Database concepts and some familiarity with SQL Profiler, Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups

  • General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy.

  • Experience with installing sites, Software Updates Management, Operating System Deployment and Software Distribution.

The salary for this role in the state of Colorado is between $96,200- $138,100

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 via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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