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Technical Support Engineering

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Microsoft

26d ago

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

AI generated summary

  • You need a bachelor's degree or 3+ years' relevant experience, knowledge of Intune/Azure AD, troubleshooting skills, familiarity with devices, networking, and remote support tools.
  • You will troubleshoot Intune issues, respond to customer inquiries, document interactions, collaborate with teams, escalate complex cases, and contribute to product improvements and knowledge sharing.

Requirements

  • 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
  • English Language: fluent in reading, writing and speaking.
  • 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

Do we support remote work?

Yes, we support remote work in a hybrid format, allowing you to work up to 50% from home.

What is the primary focus of the Technical Support Engineer role?

The primary focus of the Technical Support Engineer role is to own, troubleshoot, and solve customer technical issues, ensuring a seamless support experience.

What are the key responsibilities of an Intune Support Engineer?

Key responsibilities include responding to customer inquiries, diagnosing and resolving technical issues related to Intune, escalating complex issues, documenting customer interactions, and providing feedback for service improvements.

What qualifications are required for this position?

A Bachelor's degree in Computer Science, Information Technology, or a related field along with 1+ years of technical support experience or equivalent experience is required.

Is knowledge of Microsoft Intune necessary for this role?

Yes, knowledge of Microsoft Intune, Azure Active Directory, and experience with mobile device management are essential for this role.

What technical skills are required for the Technical Support Engineer position?

Required technical skills include troubleshooting Intune and related issues, familiarity with Windows, iOS, Android, and macOS, understanding of networking concepts, and proficiency in remote support tools.

Will I receive training for this role?

Yes, you will participate in training and certification programs to enhance your knowledge and skills related to Intune.

Are there any security requirements for this role?

Yes, you must meet Microsoft's security screening requirements, which include passing the Microsoft Cloud Background Check upon hire and every two years thereafter.

What type of communication skills are important for this position?

Strong communication and collaboration skills are important, including the ability to explain technical concepts in simple terms and to listen actively.

Is there a focus on product/process improvement in this role?

Yes, participating in product/process improvement by identifying potential product defects and providing feedback for Microsoft product enhancements is a key part of the role.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

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