Responsibilities

Service Engineers in MMD Operations are responsible to quickly and accurately respond to the problems our customers are experiencing, create solutions that scale, and proactively identify problem indicators and take action before issues occur. You will:

• Lead troubleshooting investigations to bring quicker issue resolution complex problems impacting our customers, to improve our customer experience and drive MMD service improvements.
• Liaise between our customers and other engineering teams across Microsoft when product expertise is required.
• Identify emerging trends or recurring scenarios for our technologies and drive improvement feedback/repair items into our MMD engineering team.
• Perform methodical change operations and validation tests to measure effectiveness and expected outcomes.

Qualifications

At least 5 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role

• Advanced knowledge in configuring, administrating and troubleshooting of Microsoft Windows 10
• Technical proficiency, troubleshooting and learning attitude towards Microsoft Office 365 technologies
• Working knowledge of Microsoft Intune, Azure Active Directory, MDM policies and other operational tools
• Familiarity on Windows Defender and Windows Defender ATP
• Strong troubleshooting and data/log analysis skills
• Demonstrated problem solving skills, even when working complex technical problems requiring cross-group collaboration
• Ability to manage multiple tasks simultaneously and adapt with changing priorities
• Excellent analytical ability and written and verbal English communication skills
• A. or B.S. degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience
• Willingness to work in a 24x7 rotational shifts
• This position will require you to work a rotational on-call schedule during holidays, evenings and weekends.