Support Engineer - AAD
Allyis
San Jose, CR
hace 16 horas

Job Responsibilities :

Customer Service & Support : We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

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. Responsibility

  • Scope a customer 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 : Required Experience

    Required Experience

  • 2 or more years of experience in a customer facing support role
  • Experience on Windows Server, Windows Client, Active Directory and / or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.
  • Experience supporting large and complex geographically distributed enterprise environments with 1000+ usersExperience in one or more of these areas desirable
  • Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
  • OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies Language QualificationMUST - English Language : fluent in reading, writing and speaking*Optional / Welcomed : English + Portuguese
  • Desired Skills :

    Should be able to work flexible schedules including weekends if needed.

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