With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

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 50% 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 providing product and process feedback.
  
  

Qualifications

• Demonstrated experience with network and/or VoIP experience with underlying technologies such as
• Routing and Switching Protocols, TCP, , DNS, QoS, SIP, VLANs, and WAN protocols and technologies
• Proficient understanding of Microsoft Teams' calling capabilities, including Calling Plans, Direct Routing, and Audio Conferencing.
• Demonstrated knowledge of VoIP protocols, SIP trunking, and PSTN connectivity.
• Experience in troubleshooting and resolving call quality and connectivity issues.
• Experience working with network capture, analysis tools: Netmon, WireShark, HTTPs decryption tools
• Proven work experience as a Microsoft Teams Administrator, Specialist, or similar role.
• In-depth knowledge of Microsoft Teams features, functionalities, and best practices.
• Familiarity with Microsoft 365 and SharePoint integration with Teams.
• Experience with PowerShell scripting for Microsoft Teams automation and management.
• Experience working with Windows Server, Active Directory
• Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams-
• Experience in Office 365 Authentication and voice offerings
• Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
• Experience deploying, administering and, or supporting Enterprise Unified Communications solutions
• Ability to analyse and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications
• Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019.
  
  

Language Qualification

English Language: fluent in reading, writing and speaking.

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. 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.