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

Responsibilities:

• Help solve technically complex, strategic/high-profile or long-running customer cases  
  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
  • Create and maintain incident management
  • Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

Qualifications

Language Qualifications:
French Language: fluent in reading, writing and speaking.

English Language: confident in reading, writing and speaking.

 Required Qualifications:

Windows System Administration/Configuration, including a good basic understanding of:  

• Hyper-V management and VM deployment
• Clustering
• Resilient Storage technology (clustering, storage spaces direct)
• Windows backup and VSS
• Performance/Resource Monitor
• Event Logs & Auditing

Experience in one or more of these areas strongly preferred:

• Registry
• User Accounts & Access Control
• Networking (TCP/IP)
• Storage Networking (RDMA, DCB and PFC, TOR switch) experience
• Windows Update management
• Kerberos and delegation
• Azure Portal User Experience
• Automated installation of Windows
• Server management tools
• Windows Admin Center
• Active Directory topology and management
• Network Tracing and analysis
• Network Virtualization (Hyper-V, SDN)
• Troubleshooting performance issues using PerfMon and other tools