Windows Support Engineer
San Jose, CR
hace 5 días

Job Responsibilities :

Support Engineers (SE) serve as frontline technical resources for Microsoft’s 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.

Support Engineers are part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, they will own and manage the customer experience over the phone and Web.

When needed, they 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.

They will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. Core Responsibilities :

  • Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
  • Act internally as a customer advocate.
  • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
  • Advise customers on how to gain additional value from their Microsoft products.
  • Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
  • Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
  • Required Skills :

    Technical Acumen : We are looking for candidates who have a growth mindset and strongly believe that knowledge can be developed with effort and persistence.

    Also helpful is a strong technical background, experience, and knowledge in one or more of the technologies below (depends on the PCY or POD) :

  • Windows System Administration / Virtualization
  • Windows scripting or PowerShell
  • Networking
  • Linux OSS (preferred but not required)
  • LAMP (Linux, Apache, MySQL, PhP or Python)
  • Chef / Puppet, Docker / Container
  • Experience with : oHyper-V configuration and administrationoLinux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.
  • oadministering Linux (boot process, file systems, network device and protocol configuration)

  • Understanding of : oload balancing, geo-redundancy, CDN and VPN technologies preferredoOSI model and related conceptsoVirtualization concepts and virtual system administrationoconcepts like AP, Json templatesostorage technologies (cloud and / or on premises)oRDP protocol
  • Familiarity with : oActive Directory, Security, OS Internals conceptsosystem management tools such as SCOMonetworking concepts including VIPs, NAT, DNS onetworking tools (ping, tracert, tracemon, wire shark, etc.
  • orouting and routing protocols such as BGP or OSPFoone or more shell environments (BASH, sh, tcsh, ksh, etc.)ocore OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAPoIIS and HTTP protocol

    Desired Skills :

    Authentication (Kerberos, NTLM) Permissions (Security groups, inheritance) Group policies AD Replication

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