Responsibilities

We provide Intune support for the most critical enterprise customers. We are looking for true technical leaders to join us and lead the way! We are looking for engineers who are relentlessly customer-centric, problem-solvers, strong collaborators, and risk-takers that embrace that challenger mindset. We’re looking for someone who embodies customer obsession and empathy. Someone who is adept at getting to the root of the issue, regardless of where the code base resides. Beyond troubleshooting complex technical problems and managing critical situations, the candidate should be passionate of driving bigger impacts – being increasing customer values, improving diagnostic tools and/or driving product feedback.

The Support Escalation Engineer’s primary responsibilities include:

- Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on Intune product and services representing Microsoft, communicating with enterprise customers via telephone, written correspondence, or electronic service regarding technically problems identified in Microsoft software products and manage relationships with those customers.
- The potential candidate should be able to handle technical complex issues as well as politically charged situations requiring the highest level of customer skill.
- Handles customer issues through collaboration, resolution, or escalation to provide a great experience.
- Drives his or her own case-wellness and ensures that key stakeholders and customers are up-to-date on the resolution status of their issue, through effective written and verbal communication.
- Ability to constantly be learning as the product evolves continually.
- Be able to work and collaborate with internal teams including engineering group effectively.
- Research unchartered and undocumented areas. It is a plus for the ideal candidate if it is someone that has a passion for coding and enjoys occasionally writing code in efforts to understand. Familiarity of compiling and development environments would be great.

Qualifications

Required Qualifications:

At least 5 years of IT or Technical Support experience (in Tier 3 Intune support).
B.S. degree in Computer Science or equivalent experience.
Subject Matter Expert knowledge of one or more of the following domains:
Strong knowledge of: any Windows OS, Mobile device OS, Client/Server knowledge, understanding of Cloud services, Mobile device configuration and app deployment
Nice to have would include: Exchange, SCCM, Cloud products like Azure, Office 365 and Power Shell
Expert level industry experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions
Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment/decision making ability.
Genuine passion for technology and desire and aptitude to increase technical skill level required.

Preferred Technical Qualifications:

Identity
• Working knowledge of ADFS
• Active Directory concepts such as Kerberos, LDAP, Certificates and Security Groups.
• Working knowledge of Secure Token Services (ADFS or similar)
• Experience with network connectivity
• Knowledge of Cloud Identity (Azure Active Directory, AAD Sync, Role-based access control)

App Dev
• Programming background in PowerShell, C#, Java
• Background in relational databases such as SQL
• Familiar with Visual Studio or some other IDE
• Debugging skills, aware of the concepts of a stack, crash and able to review and understand code flow

Windows Networking
• Working knowledge or networking with clear understanding of TCP/IP, including CIDR, routing and DNS; understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
• Understanding of proxy servers, firewalls and VPN.
• Understanding of 3rd party VPN solutions

Exchange
• Exchange on-premises and/or Exchange Online.
• Experience with troubleshooting and configuring mobile device email connectivity.
• Knowledge of the Exchange ActiveSync communication protocol and mobile device mailbox policies.
• Familiarity with Exchange Hybrid.

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 to askstaff@microsoft.com.