Technical Support Engineer

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.
Arabic Language: fluent in reading, writing and speaking.

Required
Windows System Administration, Configuration, including a good basic
understanding of:
* Registry
* File Storage
* User Accounts and Access Control
* Event Logs and Auditing
* Performance, Resource Monitor
* Networking (TCP, IP)
Experience in one or more of these areas desirable
Automated installation of Windows
User Profile management
Windows Update management
Kerberos and delegation
Bitlocker administration
Windows Shell configuration and management
Windows Activation, Licensing
Remote Desktop Services configuration and management
Clustering
Printing configuration and management
Resilient Storage technology (clustering, storage spaces)
Server management tools
Hyper-V management and VM deployment
Application installation and management
Windows backup and VSS
PowerShell scripting
Active Directory topology and management
Network Tracing and analysis
Public Key Infrastructure (PKI) deployment, management
Remote File Systems (SMB)
Group Policy management
DNS deployment, management
Troubleshooting hangs and crashes in Windows
Network Virtualisation (Hyper-V, SDN)
Troubleshooting performance issues using PerfMon and other tools

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.