Support Engineer

2 weeks ago

مصر, Egypt Microsoft Full time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

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.

**Responsibilities**:
Your 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 or engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration and 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

**Qualifications**:
Language Qualification

English Language: fluent in reading, writing and speaking.

French is a plus

Experience building relationships with customers

Strong customer service, communication, problem-solving and interpersonal skills
Ability to manage high pressure situations

Required qualifications

Advanced troubleshooting and in depth, hands on customer delivery experience with Microsoft Active Directory in one or more of these areas:

- AD Administration, Deployment, Replication, Authentication and Authorization
- Strong understanding of Group Policies, AD Trusts, AD Sites and Services, DFS
- Experience with Security and Networking concepts
- Experience with User Profile management
- Experience with PKI, Smart Card and other credential providers

Experience in one or more of these areas strongly preferred:

- OS Internal concepts, performance, event logs and registry
- Security & Authentication
- DFS Replication
- Slow Logon
- Familiarity with Azure AD, Cloud, Office 365

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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