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Technical Support Engineering

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Microsoft

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need a relevant degree or 3+ years of tech support experience, fluency in English, knowledge of Intune/Azure, MDM tools, Windows/Mac/iOS devices, networking concepts, and strong communication skills.
  • You will resolve customer technical issues, provide support for Intune, document interactions, escalate unresolved cases, share knowledge, and contribute to product improvements and customer satisfaction.

Requirements

  • Required Qualifications:
  • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
  • OR 3+ years of technical support, technical consulting experience, or information technology experience.
  • OR equivalent experience
  • Language Qualification
  • English Language: fluent in reading, writing and speaking.
  • Technical Skills
  • Knowledge of Microsoft Intune, Azure Active Directory, and other cloud-based services and platforms.
  • Ability to troubleshoot and resolve common Intune issues such as enrollment, policy deployment, app management, device compliance, and reporting.
  • Experience with Windows 10, iOS, Android, and MacOS devices and operating systems, as well as their configuration and management options.
  • Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
  • Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron)
  • Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
  • Knowledge of System Center Configuration manager or system management
  • Cloud knowledge
  • Windows networking
  • Proficiency in using remote support tools, such as Microsoft Teams, Skype, or Zoom, to assist customers and provide guidance and demonstrations.
  • Communication and collaboration skills, including the ability to explain technical concepts in simple terms, listen actively, and work effectively with diverse and global teams.
  • 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.

Responsibilities

  • Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
  • Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
  • You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
  • Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
  • Responding to customer inquiries and requests via phone, email, chat, or web portal.
  • Diagnosing and resolving technical issues related to Intune, such as enrollment, policy, compliance, app protection, app deployment, reporting, and troubleshooting.
  • Escalating complex or unresolved issues to the appropriate team or vendor.
  • Documenting and updating customer cases and interactions in the support system.
  • Providing feedback and suggestions to improve Intune service quality and customer satisfaction.
  • Staying updated on Intune product updates, changes, and new features.
  • Participating in training and certification programs to enhance Intune knowledge and skills.
  • Collaborating with other Intune support engineers and teams to share knowledge and best practices.
  • Providing technical support and troubleshooting for Intune customers via phone, email, or chat.
  • Identifying, diagnosing, and resolving complex Intune issues in a timely and professional manner.
  • Escalating unresolved cases to higher-level Intune support engineers or managers as needed.
  • Documenting customer interactions, feedback, and solutions in the Intune support database.
  • Following up with customers to ensure their satisfaction and Intune functionality.
  • Participate in communities with peer delivery roles and develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
  • Product/Process Improvement: Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.

FAQs

What is the primary role of a Technical Support Engineer in this position?

The primary role of a Technical Support Engineer is to own, troubleshoot, and solve customer technical issues, ensuring a seamless support experience for Microsoft products and services.

What qualifications are required for this role?

A Bachelor's degree in Computer Science, Information Technology, or a related field combined with at least 1 year of technical support or IT experience, or 3+ years of equivalent technical support experience is required.

What technical skills are necessary for this position?

Necessary technical skills include knowledge of Microsoft Intune, Azure Active Directory, common troubleshooting methods, familiarity with various operating systems (Windows, iOS, Android, macOS), and understanding of networking concepts and protocols.

Will training be provided for new employees?

Yes, new employees will participate in training and certification programs to enhance their knowledge and skills related to Intune and customer support.

How does this role contribute to product and process improvement?

This role contributes to product and process improvement by identifying potential product defects and providing feedback to senior engineers, which helps enhance Microsoft’s offerings.

Are there opportunities for career growth in this position?

Yes, this position offers opportunities for career growth, as it allows you to hone problem-solving, collaboration, and research skills while developing technical proficiency.

Is there a requirement for security screenings?

Yes, candidates must meet Microsoft’s security screening requirements, including passing the Microsoft Cloud Background Check upon hire and every two years thereafter.

How will I collaborate with my team in this role?

You will collaborate with other Intune support engineers and teams to share knowledge, best practices, and support customers effectively.

What customer interactions can I expect in this role?

You can expect to respond to customer inquiries and requests via multiple channels such as phone, email, chat, and web portal, while documenting interactions and solutions in the support system.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

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