Overview

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 Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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.

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, 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

Essential requirements - A good understanding of two or more of the following technologies:

• Azure Fundamentals (Cloud Concepts, Azure Networking - E.g. Creating subnets, Azure Compute - E.g. creating / provisioning Azure Virtual Machines)
• Azure Resource Management: Subscriptions / Licenses, Role Based Access Control, User / Administrator Roles
• Azure Active Directory Fundamentals (eg: User, Group, Domain Management).
• Azure Active Directory Collaboration Solutions (B2B, B2C)
• Managed Identity (Password Hash Sync / Pass Through Authentication) vs Federated Identity
• Hybrid Identity Solutions
• Windows Active Directory Services (including ADDS, Auth Protocols, FSMO Roles, Replications, Group Policies, User Profiles, etc.)
• Windows Networking (TCP/IP Fundamentals, DNS Zones, DHCP, etc)
• Office 365 Management

Preferred - Competencies and experience with some of the below technologies:

• AAD Connect / DirSync / MIM / FIM
• Active Directory Federation Services (or any other 3rd party federation)
• Privileged Identity Management
• Provisioning to SaaS Applications
• PowerShell scripting and commands
• Tools (Network trace - netmon /wireshark, Fiddler)

Experience on Additional Technologies (good to have):

• Microsoft Windows Servers and Client Operating Systems
• Exchange Server
• SQL
• Graph API
• Modern Auth Protocols (SAML, oAUTH etc.)
• Seamless Single Sign On
• ADAL/MSAL libraries

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process,requesting accommodations.