Technical Support Engineer

Job Description:

With over 17,000 employees worldwide, the (COMPANY NAME) Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of (COMPANY NAME)'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 (COMPANY NAME) investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides (COMPANY NAME)'s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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 complex 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.

(COMPANY NAME)'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.

Response and Resolution
* You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
* You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
* You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement
* You engage with (COMPANY NAME) Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving (COMPANY NAME) product improvements

Candidate Requirements:

Requirements

We are looking for an experienced technical support and consulting professional with a background in information technology and a passion for communicating and problem solving. The ideal candidate will have:

Softer Skills
* Excellent skills in active listening
* Clear and concise communication
* Self-motivcated problem solver. Enjoys finsing solution to complete problems, but with ability and knowledge to work with close and extended team to escalate larger issues.
* Ability to respond effectively to a dynamic online environment; Shows curiosity for campaigns and demonstrates the ability to learn and apply new product and marketing information required to help the customer
* Confidence and competence to stay focused in a demanding fast-paced environment

Technical
Experience and confidence to work within the following technology
Windows System Administration, Configuration, including a good basic understanding of:
* Registry
* File Storage
* User Accounts and Access Control
* Event Logs and Auditing
* Performance, Resource Monitor
* Networking (TCP, IP)

Additionally, proficiency in several of these domains (and eagerness to learn more)

Automated installation of Windows
User Profile management
Windows Update management
Kerberos and delegation
Bitlocker administration
Windows Shell configuration and management
Windows Activation, Licensing
Remote Desktop Services configuration and management
Clustering
Printing configuration and management
Resilient Storage technology (clustering, storage spaces)
Server management tools
Hyper-V management and VM deployment
Application installation and management
Windows backup and VSS
PowerShell scripting
Active Directory topology and management
Network Tracing and analysis
Public Key Infrastructure (PKI) deployment, management
Remote File Systems (SMB)
Group Policy management
DNS deployment, management
Troubleshooting hangs and crashes in Windows
Network Virtualisation (Hyper-V, SDN)
Troubleshooting performance issues using PerfMon and other tools

Language Qualification
Essential: English Language: confident in reading, writing and speaking.
Desirable: Fluency in German, French, Italian language skills

(COMPANY NAME) 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 (COMPANY NAME) and the country where you work