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.
As an Intune Support Engineer you will have the opportunity to leverage tools and troubleshooting skills to solve technically, complex problems while working with our most strategic enterprise customers.
You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios, and problem-solving collaboration.
As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team as the voice of our customers to drive continual Service improvements.
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 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 self-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
English Language : confident in reading, writing and speaking.
Fluent in German / French / Italian is a plus
Demonstrated experience in IT or Technical Support experience (in Tier 2 / Tier 3 support),
Subject Matter Expert knowledge of one or more of the following domains : Windows OS, Mobile device OS, Client / Server knowledge, understanding of Cloud services, Mobile device configuration and app deployment.
Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment / decision making ability.
Genuine passion for technology and desire and aptitude to increase technical skill level required.
Preferred Technical Qualifications :
Strong knowledge and background in the following areas :
Microsoft Intune / Microsoft Endpoint Configuration Manager (SCCM)
other third party MDM platforms (vmware Airwatch, MobileIron, Maas360 etc)
Group Policy configuration
Software and Patch Management
Operating System Deployment
Configuration of client endpoints and endpoint management
AD DS knowledge