QualificationsMicrosoft SQL ServerWeb servicesDevOpsDNSHTTPSBachelor’s degree
As part of Microsoft’s Cloud + AI Group, we are responsible for building, managing, and securing the platform, products, processes, and services that powers Microsoft. We build, maintain, and implement a cloud-first approach to our technology and experiences, from custom-built business solutions developing our campus of the future and our productivity and collaboration experiences like Teams and SharePoint, to horizontal 3rd party solutions like SAP and Adobe. As a steward of Microsoft and our customer’s data, a core function of Microsoft Digital is ensuring the security of every aspect of the business. Microsoft Digital is responsible for company-wide information security and compliance, with a strategic focus on information protection, assessment, awareness, governance, and enterprise business continuity. Microsoft Digital’s charter is also to influence and work alongside engineers across the company and with strategic partners to build and grow their cloud products and services. As customer zero, we deploy these services inside Microsoft and then share best practices with enterprise customers at scale across the globe.
The IT Service Operations person acts as the first point of entry focusing on enhancing the stakeholder relationship, improving workplace productivity and ensuring a positive user experience by resolving IT issues via in-person, phone, chat, email and other support modalities.
The selected candidate will act as a trusted advisor working to identify and discover technology as well and non-technology-oriented solutions and possess the ability to proactively identify issues trends and Innovate beyond the transactional support model of tickets. The candidate must be willing to adhere to published queue or call back schedules and be available for different shifts as necessary while supporting customers through various support modalities (ie. in-person, phone, chat, email, etc).
Support customer issues through various contact support modalities (ie. On-Site, Phone, Chat, etc) by effectively communicating with customers and stakeholders via in person, phone, email, or any other available means
Assist customers with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance
Scoping and documenting customer scenarios, potential causes, troubleshooting steps and quick resolution efforts
Leverage people and resources where available to speed the resolution of the customers issue
Demonstrate ownership by taking responsibility to see that the issue is fully resolved
Ensuring compliance with schedules, processes, MS policies and values
Foster positive team and customer relationships while effectively managing challenging situations
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management
Demonstrate individual leadership through personal responsibility, accountability, and teamwork
Ability to manage crisis situations and technically complex mission critical issues to diverse audiences
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs as directed
Interact with other engineers to provide technical action plans or take ownership of issues that require escalation
Share knowledge with others through approved documented process delivery methods and procedures
Build automated self-help solutions and create training
Provide detailed analysis of where problems exist and formulate solution options for resolution
Other duties as assigned by management
3 years+ professional experience in M365/Azure/ Windows, or other Microsoft products and services
Bachelor’s degree or equivalent experience
3 years+ professional experience in support engineering, troubleshooting and customer support
Service Engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level service
Knowledge of concepts and best practices related to Service Desk operations and call center methodologies
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:
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Candidates selected for this position must comply with Federal Executive Order 14042 mandating that federal contractors and subcontractors receive the COVID-19 vaccine by being fully vaccinated before their date of hire, or work with Microsoft to receive an approved religious or medical accommodation.
Preferred, not required:
5 years+ Experience in M365/Azure/ Windows, or other Microsoft products and services
Bachelor’s degree or equivalent experience
5 years+ Experience support engineer, troubleshooting and customer support experience
5 years + experience providing technical support via the phone, chat, email, or other remote support channels
Prior experience on Azure, InfoPath, SharePoint Designer, Scripting and SharePoint development is added advantage
Cloud Computing, Microsoft 365 (Exchange, SharePoint, Microsoft Teams, ODB etc), Windows OS
Experience with Microsoft Azure and Azure Virtual Desktop
Experience with PowerShell/Windows Terminal/JScript/JQuery and REST API, Web Services, or similar development technologies in an academic or professional setting
Superior problem solving and troubleshooting skills with an ability to use various data collection tools and methodologies to analyze problems and identify solutions
Demonstrated knowledge and experience in Networking Concepts: AAD, MDE, DNS, VLAN, VPN, etc
Web protocols/methods: TCP/IP, HTTP/s, JSON
OS/Virtualization: OS Internals, Hyper-V, SSH, LDAP etc
IIS Concepts – Configuration, Architecture, SSL and Kerberos
Windows Architecture – Exception Handling, Memory Management concepts
Tools – Netmon, Perfmon, Fiddler
Basic SQL Server Administration concepts
Hands on experience on SharePoint migrations
Working experience on Azure AD; setting up Azure AD Sync, multi factor authentication, Access Control Service
Solid understanding of various identity providers such as ADFS/PING SSO/Site Minder etc. and configuring using custom claim rules for Microsoft 365
Hands on experience on using OneDrive for Business and troubleshooting sync issues
Understand the social features in SharePoint such as Yammer, newsfeed etc.
Passion for technology and customer supportability
Must have a high degree of customer service skills, capability to prioritize and manage time sensitive tasks and the ability to work in a fast-paced and dynamic environment
Leadership – ability to handle challenging technical and customer situations
Excellent written and verbal communication skills
English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments
Ability to prioritize core role responsibilities vs. other work requests received
Logical and critical thinking
Ability to deal with ambiguity under continual deadline constraints
Must have enthusiasm for learning and be passionate about cloud technology
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.