Support Engineer - Azure IaaS VM

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

As an Azure IaaS VM support engineer you will be responsible for:
*
Customer Issue Resolution & Responsiveness
* Drive the communication with the customer to provide top class support
* Collaborate with cross-group peers both proactively and reactively.
* Document troubleshooting steps
* Identify current knowledge deficiencies/training needs, as well as potential future needs.
* Implement your development plan, actively seek development opportunities, and complete all scheduled training.
* Be available for weekend shifts during EMEA hours periodically, if necessary.

**

Qualifications
SOFT SKILLS
* Handle technically challenging and politically hot customer situations
* Strong communications skills - Excellent spoken and written English communication skills + a second language preferred
* Effective, polished interaction with customer to gather information
* Cross-team collaboration
* Logical and Critical thinking
* Passion for technology and customer support

TECHNICAL SKILLS
Knowledge of at least one of the two OS families:
* Operating Systems (Windows or Linux)
* Familiarity with OS Internals concepts (Windows or Linux) and Storage
* Demonstrable troubleshooting skills/experience
Virtualization and Cloud:
* Understanding of Virtualization concepts and virtual system administration
* Experience with VM configuration and administration
* Understanding of cloud vs. on premise computing
* Microsoft Azure Platform (as a plus)

LANGUAGE SKILLS
Fluency in English is mandatory. Second European language is a plus

SCREENINGS**
Ability to meet Microsoft, customer and / or government security screening
requirements are required for this role. These requirements include, but are
not limited to the following specialized security screenings: Microsoft Cloud
Background Check: This position will be required to pass the Microsoft Cloud
Background Check upon hire / transfer and every two years thereafter.

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.