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.
Do you want to join an elite and distinguished team? Do you like complex challenges? Are you passionate about working directly with Microsoft customers and partners to help them accelerate their transformation towards a digital transformation organization? If so, the Support Escalation Engineer position in the Microsoft Customer Service and Support Organization is a unique career opportunity for you! We are a diverse team who is proud to shape future technologies and deliver industry-leading services across the globe. As a member of that team, you will aspire to be our customers’ and partners’ trusted advisors to fuel some of the largest and most complex IT solutions in the world. You will constantly be exposed to cutting-edge software, services and devices. Technical Advisors specialize in product configuration. You will investigate and solve critical, complex, technical issues and employ problem isolation techniques and product knowledge to solve problems. You will use sophisticated tools and analysis requiring the highest skill level of conflict resolution and collaboration. You will be responsible for building robust relationships across the business engaging with high profile individuals in order to deliver a quality support experience enabling overall customer success. We are also passionate about knowledge sharing and prioritize continuous learning and feedback sessions to provide ongoing mentoring within the technical support community.
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This role is flexible in that you can work up to 50% 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.
Response and Resolution
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
English Language: fluent in reading, writing and speaking.
Must have good technical knowledge on different versions of SharePoint (2007/2010/2013/2016 and SharePoint Online) + IIS Concepts – Configuration, Architecture, SSL and Kerberos+ Tools – Netmon, Perfmon , Fiddler + Basic SQL Server Administration concepts
Hands on experience on SharePoint On Premise to Online migration + Hands on experience in writing complex SharePoint Server Object Model, CSOM scripting (PowerShell/JScript/JQuery) and REST API.
Good understanding of various identity providers such as ADFS/PING SSO/Site Minder etc., and configuring using custom claim rules for Office 365.
Hands on experience on using OneDrive for Business and troubleshooting sync issues. +Hands on experience on SharePoint Hybrid (Search/BCS/OneDrive for Business (my sites))
Understand the social features in SharePoint such as Yammer, newsfeed etc.,
Prior experience on Azure, InfoPath, SharePoint Designer, Scripting and SharePoint development is added advantage.
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.
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