About the job
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond
Responsibilities
- Taking ownership of customer technical issues, troubleshooting them effectively, and ensuring timely resolution.
- Identifying cases that require escalation and liaising with relevant teams for resolution.
- Creating and maintaining incident management requests and contributing to case deflection initiatives and automation efforts.
- Providing technical coaching, mentoring, and knowledge sharing to peers.
- Driving technical collaboration and engagement across teams and departments.
- Leading or participating in building communities with peer delivery roles.
Required Qualifications
- A Technical Degree or equivalent practical experience in areas such as network security engineering, systems administration security, customer-facing support, or cloud administration.
- Experience with deploying, administering and / or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions.
- Or Network Security Engineering or consulting, and/or Systems Administration security. This should include experience with endpoint security, server security and threat analytics.
- Experience in Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.
- Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments.
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ users.
- Fluency in both written and verbal English & Spanish languages is required.
- Linux and/or Mac administration in an enterprise environment.
- IT industry certifications such as Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.