Senior Windows Directory Services Technical Support Engineer Timișoara

Senior Windows Directory Services Technical Support Engineer
Timişoara
Timișoara, Timiș County, Romania

Overview

With more than 45, 000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive
- company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether
- product, digital, or
- centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. 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
- 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 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.

This role is flexible in that you can work up to 50% 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.

Qualifications

Required Qualifications:

Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience

OR 5+ years of technical support, technical consulting experience, or information technology experience.

OR equivalent experience

We are looking for talents that:

Possess deep technical expertise and can solve complex technical problems through sound, creative troubleshooting.

Demonstrate critical thinking, strong communication skills and ability to develop strategic on going customer relationships.

Enjoy team work, and actively contribute to their peer group as well as our customer account teams.

Experience and Skills required:

Strong customer service, min 5 years, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.

Proven experience on Windows System Administration/Configuration, with focus on:

Active Directory, Certificates & PKI, Enterprise State Roaming, FRS and DFSR, Group Policy, Security & Authentication, Slow Logon, User Profiles

Proven experience in creating support documentation and sharing knowledge with others through training delivery and mentoring.

Ability to work in shifts and cover 24 x 7 support based on a rotation scheme with your peers.

Passing the MCP Windows Internals test is a plus - Windows Internals (70-660)

Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)

Language Qualification

English Language: confident in reading, writing and speaking. OR

Fluent in German, French, Italian and confident in reading, writing and speaking English.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Responsibilities

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)

Identify cases that require escalation (either technically or strategically)

Create and maintain incident management requests to product group/engineering group

Contribute to case deflection initiatives, automation and other digital
- help assets to improve customer/ engineer experience

Provide ramp activities, knowledge sharing, technical coaching and mentoring

Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Industry leading healthcare
Educational resources
Discounts on products and services
Savings and investments
Maternity and paternity leave
Generous time away
Giving programs
Opportunities to network and connect