Support Engineer Azure Virtual Machine
Microsoft
Lisbon, Lisbon, Portugal
há 3 dias

The world of business is undergoing a significant change with the next Digital Revolution, the move to Cloud. Azure is at the forefront of this revolution with an ever-expanding array of services and offerings.

We are looking for passionate candidates with experience deploying on any of the public Cloud platforms to help us redefine online support .

This role is ideal for someone who is passionate about deploying or supporting cloud services with knowledge of usage patterns for these services.

CSS Azure Chat team is a team of dynamic individuals, passionate about shaping the customer support experience. Our ability to represent Microsoft Support, troubleshoot, problems solve and answer customer questions to help customers get the most out of their Azure solutions is our greatest strength.

We are just starting to roll out the Chat Modality to help customers with their questions and technical problems starting with chat in the Azure space rather than limiting it to only phone calls and emails.

We are paving the way for next generation’s systems and methods of helping our customers.

The depth of expertise represented in Azure Chat currently spans Azure Virtual Machine, Azure Networking and will be expanding into Web Applications and Azure Database technologies among other services.

We focus on providing the excellent customer experience with CARE behaviors Effective Communication, Accountability, Resourcefulness, and Empathy.

Responsibilities

Chat Support Engineers (SE) serve as technical resources for Microsoft’s customers and partners starting via chat but could move to phone and / or email as well.

They deliver unique value by collaboratively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our commercial Azure customers.

From problem identification to full resolution, you will own and manage the customer experience starting through chat but also by phone and email.

When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own leveraging various resources or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

Core Responsibilities :

  • Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
  • Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
  • Act internally as a customer advocate.
  • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
  • Advise customers on how to gain additional value from their Microsoft products.
  • Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
  • Maintain a proactive approach to customer empathy, identifying customer satisfaction concerns and managing customer expectations.
  • Technical Skills :

    Good understanding of cloud computing technologies across Windows and / or Linux, with demonstrated hands-on experience on one or more of the following domains :

    Azure Platform (Compute, Storage and Networking), Operating System / Virtualization, Windows Active Directory and Networking.

    Windows Azure Platform

    Knowledge of Windows Azure Platform services

    Azure Platform development and deployment concepts

    Familiarity with troubleshooting

    Operating System / Virtualization

    Familiarity with Active Directory, Security, OS Internals concepts

    Understanding of Virtualization concepts and virtual system administration

    Experience with Hyper-V configuration and administration

    Windows / Linux OS deployment, configuration and performance troubleshooting.

    Networking

    Strong knowledge and understanding of TCP / IP protocols and OSI Model

    Experience with Infrastructure / Network Administration

    Troubleshooting at the expert level within large Network Environments

    Notions of Private, Hybrid and Public Cloud

    Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP / s

    Familiar with packet sniffers : Wireshark or Network Monitor / Message Analyzer

    Linux OSS

    Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)

    Experience administering Linux (boot process, file systems, network device and protocol configuration)

    Familiarity with core OS services such as : SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

    Soft Skills

  • Passion for technology, problem solving, and customer supportability
  • Ability to understand the customers best interests in terms of problem impact
  • Ability and motivation to learn behaviors of unfamiliar components / technologies as needed
  • Ability to discovery, recognize and assess alternate solutions to a problem
  • Leadership - handle technically challenging and politically hot customer situations
  • Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
  • Ability to drive discussions remotely with authority
  • Ability to develop and nurture relationships over long distances and remote technologies like Skype
  • Ability to work collaboratively
  • Logical and critical thinking
  • Ability to deal with ambiguity
  • 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.

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