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 happiness, identifying customer satisfaction concerns and managing customer expectations

Qualifications

Required Qualifications:

• At least 2 years of experience working directly with customers in any of the following: customer service industry, technical support, product support, IT Admin support, consulting, or product development.
• At least one year of experience with managing and/or troubleshooting Mainframe technologies, 3270 emulations, AS 400 connectivity issues or related
• At least one year of experience in any of the following: Windows Server, Windows Client, Active Directory and/or Azure Active Directory Administration Windows Server, PC local area networking, or related

Preferred Qualifications:

• Proficiency in Network Security Engineering or consulting, and/or Systems Administration with a focus on security. Experience with endpoint security, server security, or threat analytics.
• Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
• Experience with Linux or Mac administration
• Scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level).
• Experience with Azure Logic Apps OR Biz Talk, IBM App Connect, Zapier or an equivalent product

Experience in one or more of these technical areas is also desirable

• Experience with network connectivity
• Experience with cloud technologies
• Good debugging skills
• Basic knowledge of HTTP REST architecture
• Basic JSON
• AS2/EDI experience
• Experience with Visual Studio and any light coding adapting to new technologies and adapters (ie. Active Directory Adapter, SAP Adapter, Azure Logic Apps)
• Managing proof-of-concepts