Support Engineer - Windows Active Directory Services

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 ‎15,000 employees worldwide, the Microsoft Customer Experience and
Success (CEnS) 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 CEnS 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.

**

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
* Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
* Provide ramp activities, knowledge sharing, technical coaching and mentoring
* Drive technical collaboration and 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

**

Qualifications**
Language Qualification

English Language: fluent in reading, writing and speaking.
French is a plus

Candidate must be a strong critical thinker, and enjoy solving problems
Support Engineers are involved with some high profile issues, and therefore
must be able to handle both pressure and complex situations. Candidates must
also have strong customer service, accurate logical problem solving and
communication skills, and the ability to work in team environment.
Experience building relationships with customers
Strong customer service, communication, problem-solving and interpersonal
skills
Ability to manage high pressure situations

Required qualifications

Advanced troubleshooting and in depth, hands on customer delivery experience
with Microsoft Active Directory in one or more of these areas:
AD Administration, Deployment, Replication, Authentication and Authorization
Strong understanding of Group Policies, AD Trusts, AD Sites and Services, DFS
Experience with Security and Networking concepts
Experience with User Profile management
Experience with PKI, Smart Card and other credential providers
Experience in one or more of these areas strongly preferred:
OS Internal concepts, performance, event logs and registry
Security & Authentication
DFS Replication
Slow Logon
Familiarity with Azure AD, Cloud, Office ‎365

Microsoft is an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to age, ancestry, color,
family or medical care leave, gender identity or expression, genetic
information, marital status, medical condition, national origin, physical or
mental disability, political affiliation, protected veteran status, race,
religion, sex (including pregnancy), sexual orientation, or any other
characteristic protected by applicable laws, regulations and ordinances. We
also consider qualified applicants regardless of criminal histories,
consistent with legal requirements. If you need assistance and/or a reasonable
accommodation due to a disability during the application or the recruiting
process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your
employment with Microsoft and the country where you work.