Homeoffice Support Escalation Engineer

May 9, 2024

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Job Description

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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 Support Escalation Engineer you will own, troubleshoot and solve 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.
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.
As a Support Escalation Engineer in the MW Exchange business which includes the following technologies: Office 365, Exchange, you will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your cases through the most appropriate channels (phone, e-mail and any other new modern tooling), and collaborate with Product Engineering and other support team members. Your focus is to support one or more of the above-mentioned technologies in Enterprise environments including Online versions. You will participate in various training sessions, and internal technical events as they become available. You will also be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues
Response and Resolution
? You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
? You participate in communities with peer delivery roles.
? You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement
? You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
? Embody our culture and values
Required/Minimum Qualifications
? 3+ years technical support, technical consulting experience, or information technology experience
? OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
? Deep understanding in troubleshooting Exchange architecture and administration.
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 with Exchange 2010, 2013 and 2016
? Experience with Windows Server 2012 and 2016
? Design, administration and, or support experience with Exchange On-Premise and Exchange Online environments
? Experience with Migrations to Exchange On Premise to Exchange Online
? Troubleshooting skills with Exchange Transport and Client Access
? Troubleshooting experience with Devices syncing.
? Experience with Exchange Disaster Recovery scenarios
? Deep understanding of Active Directory and DNS, Windows Server concepts and administration ( Group Policy Management, Networking)
? Networking (HTTP, DNS, TCP, IP)
? Outlook for iOS, Outlook for Android, and Outlook for Mac
Technical Support Engineering IC3 – The typical base pay range for this role across the U.S. is USD $64,800 – $130,100 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 $86,400 – $142,700 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
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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