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.
Responsibilities
Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, 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.
Embody our culture and values.
Qualifications
Requirements
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience.
Preferred Qualifications
Experience in one or more of the following areas is preferred
Scoping complex customer issues, communicating technical findings clearly, collaborating with other teams, and documenting investigations and resolutions
Diagnosing Windows reliability and performance issues, including high CPU utilization, memory leaks, process hangs and crashes, system hangs and bugchecks/blue screens
Understanding Windows operating system fundamentals, including CPU, memory, paging, registry, and applying that knowledge to troubleshoot performance issues
Using PowerShell and command-line utilities to investigate issues, collect diagnostic information, or automate troubleshooting tasks
Troubleshooting application performance, Windows startup and boot behavior, and Secure Boot
Supporting Windows Shell experiences, including Search, File Explorer, the Start menu, modern apps, taskbar, lock screen, display settings, time zone settings, file associations, and media-related issues
Working with Windows client and server environments
Other Requirements
Shift and On-Call Requirements: Candidates need to be flexible to work scheduled hours within the team's 8:00 AM–8:00 PM Central Time support window, with an emphasis on helping cover later hours as business needs require. Weekend coverage follows the same support hours and is shared through a required rotating Saturday/Sunday schedule across the engineering team.
The role also participates in a required 24x7 on-call rotation to support restricted-access cases. On-call assignments are shared across the team on a weekly rotation and may include overnight and 24-hour weekend coverage.
Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $70,500 - $139,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $95,000 - $153,200 per year.
- Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
- https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
