Technical Support Engineering - Microsoft Defender for Office (Location - Hyderabad, Bangalore, Noida)
Job Description
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 cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-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. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.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.
Locations
- Hyderabad, Telangana, India, Hyderabad, Telangana, India
Salary
Salary not disclosed
Required Qualifications
- Microsoft Defender for Office / O365 (Preferred) (degree)
- Exchange online (degree)
- Scope and resolve complex issues with onboarding, deployment and configuration of products (degree)
- Advise and educate customers on the features and capabilities of our products (degree)
- Interpret and analyze log data to troubleshoot issues (degree)
- Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future (degree)
- Collaborate and coordinate with other teams and experts throughout Microsoft to tailor the best solution for customer issues (degree)
- Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively (degree)
- Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure (degree)
- Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds (degree)
- Maintain current knowledge and understanding of product roadmaps and emerging technologies (degree)
- 7+ years of experience in Exchange Online supporting email hygiene, labels, policies and/or Audit logs. (degree)
- 2+ years Customer facing support experience. (degree)
- 3+ year Experience on Azure Active Directory administration, Microsoft Purview and/or Microsoft Defender for O365. (degree)
- 2+ year enterprise cloud experience with any of the major cloud providers, including cloud security. (degree)
- Experience supporting large and complex geographically distributed enterprise environments with 1000+ users (degree)
- Demonstrated experience learning new technologies (degree)
- Strong collaborative skills and extensive cross-group coordination skills (degree)
- Proven customer service skills supporting external and/or internal customers in an enterprise environment (degree)
- Great phone presence and documentation abilities. Excellent executive communication and crisis management skills (degree)
- Excellent documentation skills and ability to translate complex technical processes into simple-to-follow written guides (degree)
- Previous experience working in a large, complex, highly matrixed global organization preferred (degree)
- Ability to work in a high pace environment (degree)
- Preferred Bachelor’s degree or higher in a technical field, or relevant work experience (degree)
- Preferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.) (degree)
Travel Requirements
Up to 50% work from home
