Responsibilities

Be part of a team and develop your skills as you solve complex technical issues in Windows products
Manage relationships with your customers and provide technical documentation for your troubleshooting steps.
Provide in-depth technical support for customer service delivery via telephone, written correspondence, or electronic servicing regarding technically complex, escalated problems
Engage and collaborate with other Microsoft Groups, including escalation teams in gaining resolution to critical, complex issues
Report software bugs and be an advocate for product improvement using customer suggestions.
Provide exceptional customer service in politically charged environments.
Represent Microsoft professionally in customer and partner onsite visits.
Participate in some projects that benefit the Customer Service & Support (CSS) department
Create advanced online technical content including Knowledge Base articles, training documents, blogs etc
Present technical content to various audiences including customers, partners, and internal stakeholders.
The Support Engineer must provide direct contact from Microsoft to the customers via the MS hotline, Email and Internet service.
The Support Engineer must be extremely accurate in the information and solutions provided to the customer.
The Support Engineer must decide among other things how best to satisfy each customer’s needs in varying critical and non-critical situations.
The Support Engineer must also maintain a high level of professionalism and quality when interacting with Microsoft customers.
The Support Engineer is responsible for managing his/her own time and functions.

Qualifications

Bachelor’s degree required, majoring in Computer Science, Computer Engineering, Computer Information Systems, or equivalent experience.
1-3 + years enterprise support experiences or management experience with deployment, performance and base OS functionality of Windows Server OS & Windows Client OS and their troubleshooting steps.
Programming skills are useful but not required, e.g. ability to read and understand code written in C, C++, C#, VB, VBScript, Jscript, HTML/DHTML and XML.
Strong Customer service skills, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.
Excellent communication skills – spoken and written with English.
Current Microsoft IT Certification preferred (ex, MCSE, MCSA, MCSD, MCT, etc)

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.