Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

In this role, as a Service Support Engineer you will be responsible for understanding the services, employee support, and components required to deliver a high user experience. You will be part of a self-managed Feature Crew responsible for the overall experience. You will engage and manage multiple internal and external stakeholders including employees, product teams, OEMs, and Suppliers. You will also play a key role in defining the service offering and roadmap to enable Microsoft’s customers to achieve amazing results in their own digital transformation.

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.

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#MSDJOBS

• You will perform in a lead technical role to provide Tier 3/Tier 4 level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement.
• You will provide a high level of support/service engineering across multi-platform products and services – Windows Client/Server, Client networking, Linux, Mac, iOS & Android.
• You will analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs.
• You will perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks.
• You will provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up.
• You will manage incident resolution SLA/OLA, Time To Escalation and Time to Resolution.
• You will collaborate with strategic service managers and engineering groups for the fast resolution of customer issues including working with customers directly on complicated issues. Additional responsibilities include monitoring support tickets and investigations for technical accuracy, support resource gaps, and identification of support quality needs and issues.
• You will perform not only the technical issue resolution, but also provide analytical reports to the leadership team for a strategic decision on Employee Productivity Services.
• You will advance the industry leading Zero Trust strategy by removing all service dependencies on VPN.
• You will collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple roles as required (End User, IT Admin, & App Owner).
• You will design and lead execution of service operations through various support teams to achieve or exceed SLAs, KPIs, and strategic goals.
• You will lead Live Site governance of the key business/service metrics in production to ensure a timely remediation of production issues and to ensure the service performs well on the agreed outcomes.

Required Qualifications:

Preferred Qualifications:

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.