Support Engineer - Storage & High Availability (BB-48FB5)

Encontrado en: Neuvoo CR


Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.


Your Responsibilities
• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific


Required Qualifications:

  • 3+ years in a customer facing service role in any capacity
    General Windows Server knowledge
  • 2+ years of experience in servers support
  • 2+ years experience with general data or storage technologies
  • Preffered Qualifications:

  • 2 years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
  • English Language: fluent in reading, writing and speaking
  • Windows System Administration/Configuration, including a good basic understanding of:
  • Registry
  • User Accounts & Access Control
  • Event Logs & Auditing
  • Performance/Resource Monitor
  • Networking (TCP/IP)
  • Experience in one or more of these areas desirable
    Automated installation of Windows
    User Profile management
    Windows Update management
    Kerberos and delegation
    Bitlocker administration
    Windows Shell configuration and management
    Windows Activation/Licensing
    Remote Desktop Services configuration and management
    Printing configuration and management
    Resilient Storage technology (clustering, storage spaces)
    Server management tools
    Hyper-V management and VM deployment
    Application installation and management
    Windows backup and VSS
    PowerShell scripting
    Active Directory topology and management
    Network Tracing and analysis
    Public Key Infrastructure (PKI) deployment/management
    Remote File Systems (SMB)
    Group Policy management
    DNS deployment/management
    Troubleshooting hangs and crashes in Windows
    Network Virtualisation (Hyper-V, SDN)
    Troubleshooting performance issues using PerfMon and other tools

    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.

    calendar_todayhace 1 día


    info Full-Time

    location_on San Jose, Costa Rica

    work Microsoft

    Autorizo expresamente a la Términos y condiciones

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