Technical Support Engineering IC3

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers' technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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

Product/Process Improvement

• Identify and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Identify potential defects and escalates to more senior engineers to resolve.
• Apply broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
• Provide feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
• Provide feedback to the product group for product improvement.
• Participate in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.
• Utilize learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Readiness

• Assist in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks).
• Develop readiness content.
• Mentor new Technical Support Engineers.
• Develop intermediate level competence on support topics.

Response and Resolution

• Resolve customer issues through problem solving, collaboration, and research. May need to take escalated issues. Document technical work and research.
• Review complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue.
• Utilize troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Perform in-depth product troubleshooting and remediation when needed.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

• 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., * Scripting Experience: Familiarity with PowerShell or other scripting languages to automate Intune tasks and troubleshoot issues.
• Knowledge of Microsoft Endpoint Manager (MEM): Understanding of MEM components, including Configuration Manager (SCCM) integration with Intune.
• Windows System Administration/Virtualization: Experience in administering and virtualizing Windows systems.
• Active Directory and SQL Database Administration: Basic administration skills for Active Directory and SQL databases.
• Operating System Deployment and Management: Experience in deploying and managing operating systems, including customization and administration of applications and packages.
• IIS Setup and Configuration: Understanding of IIS setup and configuration, PKI infrastructure, and Windows Management Instrumentation.
• Familiarity with Core OS Services: Knowledge of core OS services such as SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP, and TPC/IP functionality.
• Basic Cloud Knowledge: Understanding of cloud concepts and technologies.
• Knowledge in Modern Device Management (MDM) and Mobile Application Management (MAM): Deep understanding of managing Windows, iOS, Android, and macOS devices using Intune.

Compliance 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.

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

Microsoft is a global technology company headquartered in Redmond, Washington. Our mission is to empower every person and every organization on the planet to achieve more. We develop, license, and support a wide range of software products, services, and devices that help individuals and businesses realize their full potential.

Our flagship products include the Microsoft 365 productivity cloud, Windows operating system, Azure cloud platform, and Dynamics 365 business applications. We are also a leader in areas such as artificial intelligence, cybersecurity, developer tools, and gaming through Xbox and Game Pass.

With operations in more than 190 countries and over 220,000 employees worldwide, Microsoft is committed to responsible innovation, inclusive economic growth, and sustainability. We work closely with governments, industries, and communities to ensure that technology serves the public good and helps address some of the world’s most pressing challenges.

As we celebrate our 50th anniversary in 2025, we continue to look forward—investing in AI, cloud, and quantum computing to shape the future of work, education, and society at large scale.