Technical Support Advisory - TEAMS

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.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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.

Responsibilities

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.
  
  

Qualifications

Preferred Qualifications, Abilities and Experience

• Proven work experience as a Microsoft Teams Administrator, Specialist, or similar role. Previous involvement in deploying, administering, and supporting Enterprise Unified Communications solutions.
• Troubleshooting and resolution experience on Microsoft Teams & Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019.
• Proficient expertise in Microsoft Teams' advanced calling capabilities, encompassing Calling Plans, Direct Routing, Conferencing, Auto attendants and Call queues.
• Capability to analyze and interpret data captures and trace logs for resolving customer issues in production environments related to Office 365 authentication, call quality, integration, migration, and VoIP.
• Familiarity with various Teams certified hardware and endpoints.
• Good understanding of M365 technologies (Preferably MS 900 Certification)
• Previous hands-on experience supporting Microsoft Teams/Skype for Business/Voice technologies (eg: Cisco, Avaya, Ribbon, etc) (MS 700/MS 721 or equivalent)
• Previous hands-on experience with Active Directory, Azure Active Directory or other on-premises server Administration like Exchange on-premises.
• Knowledge of TCP/IP networking, switches, routers, firewalls and protocols.
• Knowledge of Devices
• Knowledge of Virtualization
• Knowledge of Voice communications.
• Knowledge of Skype for Business hybrid deployments.
• Other Cloud products.
  
  

Qualifications

Required/Minimum Qualifications

• 3+ years prior product, customer support and/or technical support experience.
• Language Qualification: English Language: fluent in reading, writing, and speaking.
• 7+ years prior product, customer support and/or technical support experience
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.