Technical Support Engineer (IT Support, Azure, Cloud)

Microsoft Azure, a public cloud computing platform, is a growing collection of integrated cloud services that includes analytics, computing, database, mobile, networking, storage and web. To establish cloud service, one of the keys is have the Identities ready in the Cloud.

Azure Identity support team belongs to Microsoft CSS Cloud & Enterprise Business Unit. This position under Azure Identity support team is responsible for delivering Azure Identity Service and support to our global customers with the high customer satisfaction.

The engineer is responsible for support delivery, working with customers to resolve, complex technical customer issues on the Microsoft Azure Platform. In addition, the engineer will focus on determining technical support scenarios, supportability asks, support workflow adjustments for Azure Identity components; identifying required tools, cloud access, training, processes or capabilities for support to assess issues. Need to closely collaborate with engineering, operations and other CSS engineers. 

Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors, maintaining technical skills through completion of ongoing readiness and new Azure technology training. 

The candidate is required to be able to deliver remote proactive service and provide solutions of mission critical issues remotely to WW Microsoft Enterprise Premier Customers with outstanding quality. 

Main Responsibilities:
Technical services & Responsiveness

• Drive the communication with the customer to deliver desired solutions in response to customers’ concerns.
• Effective Communication & Collaboration
• Identify the right resource to collaborate with to work toward the final solutions.
• Collaborate with cross-group peers both proactively and reactively. 

Operational Precision

• Use appropriate documentation and utilization and / or labor tracking methods to account for time. - Manage and prioritize your workload while keeping team members and management appropriately informed.

Training & Readiness

• Identify current knowledge deficiencies/training needs, as well as potential future needs
• Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
• Make effective technical presentations, both internal and external. 
• Provide documentation and mentoring to others within your technical specialty.
• Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies /training needs, as well as potential future needs.
• Implement your development plan, actively seek development opportunities, and complete all scheduled training. 
• Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.