Technical Support Engineer - Defender for Endpoint

OverviewWith 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.Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.This role is flexible in that you can work up to 100% 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.QualificationsDesired ExperienceTo excel in this role, you should have: A Technical Degree or equivalent practical experience in areas such as network Security Engineering, Systems Administration Security, customer-facing support, or cloud administration (including experience with endpoint security, server security or threat analytics)Experience with deploying, administering and /or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions Experience in Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration.Enterprise cloud experience with any of the major cloud providers (including cloud security, networking, and migration of multi-cloud or hybrid deployments).Preferred experience with Microsoft 365 Defender, Microsoft Defender for Endpoint, System Center Endpoint Protection, Azure Antimalware, Windows Defender, or Advanced Threat Protection. Professional SkillsWe value the following skills and attributes: Fast learning abilities and a troubleshooting mindset. Strong collaborative and cross-group coordination skills. Proven customer service skills supporting customers in an enterprise environment, including empathy and accountability.Great phone presence, executive communication and critical situations management skillsExcellent documentation skills and ability to translate complex technical processes into simple to follow written guidesResourcefulness and creative problem-solving skills. Experience working in large, complex, global organizations is preferred. Ability to thrive in a fast-paced environment. Education and CertificationsPreferred qualifications include: Bachelor’s degree or higher in a technical field, or relevant work experience. IT industry certifications such as Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc. Language Requirements• A B2 or higher language proficiency (written and spoken) in English.• Optional proficiency in Spanish, German or French as an advantage.Additional NotesWe consider mandatory customer skills such as empathy, accountability, customer focus, creative problem-solving, troubleshooting mindset, and resourcefulness essential for success in this role. 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.ResponsibilitiesEnterprise Cybersecurity: As a Technical Support Engineer, you will play a pivotal role in delivering an outstanding Customer Support experience. Your responsibilities will include: Taking ownership of customer technical issues, troubleshooting them effectively, and ensuring timely resolution. Identifying cases that require escalation and liaising with relevant teams for resolution. Creating and maintaining incident management requests and contributing to case deflection initiatives and automation efforts. Providing technical coaching, mentoring, and knowledge sharing to peers. Driving technical collaboration and engagement across teams and departments. Leading or participating in building communities with peer delivery roles. If you are ready to embark on a rewarding career journey with Microsoft and contribute to delivering world-class technical support, we encourage you to apply today. Join us in empowering individuals and organizations worldwide through innovative technology solutions. #CES #CSS #SCIM #CyberDefender Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect