Do you enjoy taking on unsolved technical challenges?  Does working in a startup environment pique your interest? The Microsoft Managed Desktop (MMD) operations team may be the place for you!

MMD is a groundbreaking, new service offering from Microsoft built on top of Microsoft 365 with our Windows, Office 365, Cloud management and Security capabilities. At its core, MMD helps generate an environment for creative and collaborative work, leverages modern always up to date devices, attracts and retains generational talent that will help IT focus on their overall digital transformation, and will allow organizations to stay current in a more simplistic and scalable manner.

The operations team provides support delivery through move/add/change activities and technical support for escalations from our support organization or our customers. Work on this team isn’t just about fixing one system but thinking at scale to help fix or prevent problems affecting hundreds of thousands of client systems. 

Responsibilities

Be part of a small, agile team working with experienced engineers that behaves more like a start-up than an established team.

• Lead efforts to troubleshoot complex issues that span across Windows and the Enterprise Management Stack
• Communicate technically complex information with Microsoft’s developer customers via email, telephone, and electronic services.
• Working with customers when their site is down requiring calm empathy. Results will be measured via customer surveys.
• Provide actionable feedback to the engineering teams by isolating software bugs, surfacing customer pain points, and collecting customer suggestions.
• Participate actively in regular technical triage meetings to share knowledge with other engineers to help quickly resolve their customer issues.
• This position requires collaboration with customers and Microsoft employees including managers, support engineers, account managers, operations, and product development teams.
• Ideate and propose new product innovations to meet the needs of our customers.

Qualifications

Basic Qualifications
• 5+ years of deep troubleshooting skills in Windows
• 4+ years of experience in customer support, product support, IT Admin Support, Consulting, or systems development
• KPI driven, proactive and motivated for continuous improvement
• Strong troubleshooting skills and experience
• Windbg debugging experience
• Ability to communicate and collaborate with people
• Ability to operate effectively and independently in a dynamic environment

Preferred Qualifications
• Comfortable learning and growing in a fast paced, start-up environment.
• 4+ years development experience in C/C++ and Windows SDK
• 4+ years development experience in C#, Java
• B.S. degree in C.S. or E.E. or equivalent experience preferred.
• Previous experience in customer service or support of products or services is preferred
• Networking skills, and cloud development are a definite positive.
• Working knowledge of web services and technologies is desirable. 
• Leverage the people and resources put at your disposition to speed the resolution of the customers issue. Time is of the essence in the cloud.
• Ability to effectively recognize and adapt to change
• Ambitious, self-motivated, proactive, and results-oriented

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.