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    Technical Support Engineer - Charlotte, United States - Microsoft Corporation

    Microsoft Corporation
    Microsoft Corporation Charlotte, United States

    2 weeks ago

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    Description


    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.

    In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

    In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success.

    As a

    Technical Support Engineer

    you will own, troubleshoot and solve complex customer technical issues.

    This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

    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.

    In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

    Responsibilities

    Response and Resolution

    Own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
    Readiness


    Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

    Deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
    Product/Process Improvement

    Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

    Other

    Embody our Culture and Values

    Qualifications

    Required/Minimum Qualifications

    7+ years technical support, technical consulting experience, or information technology experience

    OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience

    Experience with network and, or VoIP with underlying technologies such as Routing and Switching Protocols, TCP, DNS, QoS, SIP and VLANs and WAN protocols and technologies
    Experience working with Windows Server, Active Directory

    Other Requirements:
    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.

    Additional or Preferred Qualifications

    Experience in Office 365 Authentication and voice offerings
    Knowledge of voice protocols such as SIP, as well as Azure AD Connect
    Previous experience deploying, administering and, or supporting Enterprise Unified Communications solutions
    Ability to analyse and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications
    Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server
    Experience working with network capture, analysis tools: Netmon, WireShark, HTTPs decryption tools
    Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams

    Technical Support Engineering IC- The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year.

    There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.

    Certain roles may be eligible for benefits and other compensation.

    Find additional benefits and pay information here:


    Microsoft will accept applications for the role until April 7, 2024.
    #CES #CSS #MW #Teams

    Microsoft is an equal opportunity employer.

    Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

    If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

    #J-18808-Ljbffr
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