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Company

Microsoft · 4 days ago

Technical Support Engineering

Pennsylvania, United States

Full-time

Remote

Entry Level

$67K/yr - $135K/yr

1+ years exp

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Data ManagementDeveloper Tools

Growth Opportunities

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Responsibilities

Own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.

Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

Lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.

Develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.

Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.

Provides feedback to the product group for product improvement

Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Embody our culture and values

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportWindows System ConfigurationTroubleshooting ToolsApplication PerformanceOperating System PerformanceVirtualization TechnologiesHyper-VPowerShellLog AnalysisRegistry FilesEvent LogsDesktop SearchStart Menu CustomizationTask Bar Customization

Required

Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience

OR 3+ years of technical support, technical consulting experience, or information technology experience

OR equivalent experience

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role

This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter

This position requires verification of U.S citizenship due to citizenship-based legal restrictions

Preferred

Windows System Configuration and troubleshooting including a basic understanding of: Registry files, Application and System Event Logs, Log Analysis, File Association, and Auditing

Proficient with troubleshooting tools like Process Explorer, Process Monitor, Performance Monitor, Ram Map, PowerShell, and CMD line driven utilities

Application and Operating System Performance

Troubleshoot core OS architecture like CPU/Disk/Memory/Page File/No Boot Issues

Customization of Start Menu and Task Bar

Virtualization and Hyper-V technologies

Windows Store and APPX installations for online and offline packages

Windows File Explorer/Desktop Search