With over 17,000 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.

　　At Microsoft Customer Support Services , the sentence: “That’s not our problem” doesn’t exist in our lexicon. With more than 7,000 employees; we deliver world-class assistance around the clock to businesses, partners and developers in 24 languages.

　　As an Intune Support Escalation Engineer you will have the opportunity to leverage tools and troubleshooting skills to solve technically complex problems while working with our most strategic enterprise customers. You will be a technical leader and will have many opportunities to assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios, and problem-solving collaboration. As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team as the voice of our customers to drive continual Service improvements.This role is flexible in that you can work up to 50% 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.

　　Responsibilities

　　Ability to quickly identify customer issues and being able to conduct in-depth diagnostics on the Intune Services representing Microsoft, communicating with enterprise customers regarding technical problems identified in Microsoft software products and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

　　Ability to constantly be learning as the Service 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.

　　Qualifications

　　You have a passion for resolving problems, learning new technologies, collaborating with others to find solutions while demonstrating customer obsession, continuously optimizing and improving the support experience, and of course, having fun!

　　Besides that, we would like you to have hands-on experience in the following:

　　Demonstrated project/program management experience

　　Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron etc)

　　Understanding of TCP/IP, including CIDR, routing and DNS

　　Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.

　　Knowledge of System Center Configuration manager or system management

　　Cloud knowledge

　　Windows networking

　　Language Qualification:

　　• English Language: confident in reading, writing and speaking.

　　• Fluent in German, French, Spanish, Italian and confident in reading, writing and speaking - would be considered an advantage

　　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.

　　Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .