Microsoft Corporation Support Engineer in San Jose, Costa Rica

No two days are the same in Customer Service and Support at Microsoft. We engage in solving challenging and complex problems, we collaborate and share learnings with each other and innovate on solutions to enable our customers make the most of Microsoft products.

Our team is geographically distributed; we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding and we are looking for talented people with a growth mindset, a passion for solving complex issues and obsession to customer happiness.

Besides technical talent, we also look for engineers with a “run for the fire” behavior – people who thrive under difficult and challenging circumstances, who loves to get involved in difficult situations and at the same time learn.

If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be THE career opportunity for you.

Our culture is built around attributes that drive our every decision, and our every action.

  1. Customer Obsession – we exist for and because of the customer. We need people who share that passion and drive to make our customer’s experiences easy, insightful and trusted.

  2. Continuous learning Mindset – we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.

  3. Diverse & Inclusive – we enable people who bring a contemporary view to shape our internal teams, and encourage new hires to feel included.

  4. One Microsoft – we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.

  5. Making a difference – drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others

Responsibilities

  • Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners.

  • Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.

  • Consult and collaborate with your immediate peers or colleagues around the world.

  • Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed.

  • Collaborate with management and engineering to resolve service issues.

  • Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.

  • Document your technical work and research in detailed and comprehensive manner.

  • Prioritize your work to accomplish the most important and urgent requests first.

  • Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Qualifications

Soft Skills requirements:

You approach things with a growth mindset – genuine desire and motivation to learn and develop yourself. You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win.

You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances. In addition, you possess strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.

Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems. Finally, you should be able to handle high pressure situations well – maintain calm and composure on stressful situations is a must.

Technical Requirements:

Your ramp-up in this position will be much faster if you have the following technical experience and knowledge:

  • Technical proficiency in and learning attitude toward Microsoft technologies:

  • Windows 2008 R2 File Server and Windows 7 Clients

  • Windows 2012 Server and Windows 8/8.1/10 Clients

Any one or more of the following technical skillsets and sub items under each:

  • Advanced knowledge of Active Directory Infrastructure

  • Active Directory Site Topologies

  • Active Directory replication

  • LDAP configuration and interoperability

  • Group policy Configuration and management, including Security filtering and item-level targeting

  • Advanced knowledge of Server Performance and Architecture.

  • Troubleshooting system hangs and resource depletion

  • Strong understanding of Server performance troubleshooting (Perfmon, Procmon, Xperf, Process explorer and memory dump configuration.)

  • Advanced knowledge of Clustering and High Availability technologies

  • Advanced troubleshooting knowledge of Windows Cluster Server

  • Advanced knowledge of Virtualization and Hype-V technologies

  • Advance knowledge of Storage and Disk performancemoni

  • Advanced knowledge of TCP/IP networks

  • TCP and SMB: should have a strong ability to read and analyze network captures

  • DNS: Strong understanding of DNS implementations and troubleshooting

  • DHCP: Strong understanding of DNS implementations and troubleshooting

  • DFSN: Strong understanding of DFSN implementations and troubleshooting

  • Desktop and Application management

  • Remote Desktop Licensing

  • Troubleshooting Printer issues (includes advanced troubleshooting of the spooler service and third party print drivers)

  • Advanced knowledge of Windows Management Instrumentation architecture, WinRM and PowerShell

We love to get to know candidates with strong technical background, nevertheless, do not shy away if you do not meet all the “Technical” requirements.

If you have growth mindset, you are a strong believer that knowledge can be developed with effort and persistence. This is what we value most. You will just need to be able to demonstrate that to us.

Qualifications and Experience:

  • Degree in Computer Science, or equivalent in work experience. 3 to 5 years of prior product/customer support experience.

  • Language Skills - Proficiency in the English language, written and spoken.

  • Excellent Communication Skills.

  • Outstanding customer service skills and a customer obsessed attitude.

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.

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