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Support Escalation Engineer

3 months ago

Dublin, Ireland myGwork Full time

This job is with Microsoft, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Overview

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Escalation Engineer, specialising in Office & M365 Protocols, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

This role is flexible in that you can work up to 100% 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  Qualifactions

  • Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5
  • Developer Tools such as Visual Studio, Unity, Eclipse
  • Good understanding of the concepts of Operating Systems and networking is required
  • Deep understanding of application lifecycle and agile development principals
  • Industry programming experience in building Windows or Office Applications

Preferred Qualifications

  • Software development, consulting or support with a strong emphasis on Microsoft Client, Server and Development products and technologies.
  • Knowledge and experience in .Net Framework, ASP.NET, VB.NET.
  • Expertise in at least – C#, ASP, VB6, RDBMS

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

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

Responsibilities

Response and Resolution

  • You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness

  • You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
  • You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

  • You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements
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