Support Engineer

Job Descriptions: Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems. Works with customers to review and resolve issues. Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues. Collaborates on cross-team issues and provides feedback to improve products, resolve bugs, and automate processes. Participates in ongoing training and readiness programs

Comments: 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. 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.

Responsibilities 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 (e.g. swarming) • Identify cases that require escalation (either technically or strategically) • Create and maintain incident management requests to product group or engineering group

Qualifications Language Qualification: • English Language: confident in reading, writing and speaking. • Optional German / French Required • Experience with Mobile Device Management and Mobile Application Management- Intune or third-party solutions (Airwatch, Mobile Iron) • Understanding of TCP/IP, including CIDR, routing and DNS • 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