Service Engineer Microsoft
Redmond, WA

Job Description

When your friends or family are having a problem with their PC, are you the first person they call? 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 escalation support from our partner 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.

* At least 2 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
* Familiarity with Microsoft Office, Azure, Azure Active Directory, Intune, Windows Defender and Windows Defender ATP
* 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 writing sample may be requested

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.

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 technical 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.