Technical Support Engineering

Bangalore, Karnataka
Permanent
Full-time

5 days ago

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.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 customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.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.Responsibilities:

Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Qualifications:Required

8+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies

Experience working with Skype for Business, Microsoft Teams, Windows Server and Active Directory

Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies

Preferred experience in one or more of these areas:

Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams

Hands on Experience on Teams Admin Center and M365 Admin Center

Experience in Office 365 Authentication and voice offerings

Expert 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 analyze 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 Microsoft Teams, Hybrid environments set up with Skype for Business Server 2015-2019

Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools

Certified in MS700, MS720

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 .

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