Introduction to Microsoft and Our Team
At Microsoft, we pride ourselves on being a leader in the technology industry, driven by a passion for innovation and a commitment to excellence. Our team of Technical Support Advisors plays a critical role in ensuring the success of our customers and partners by providing top-notch technical support and expertise. We are now seeking an experienced and skilled Technical Support Advisor to join our dynamic team, working in a flexible, hybrid remote arrangement that offers the perfect blend of autonomy and collaboration.
Job Overview
As a Technical Support Advisor, you will be responsible for installing, configuring, supporting, and troubleshooting issues related to Microsoft technologies, including Azure and cloud services. You will provide technical coaching and guidance to our Delivery Partner (DP) Engineers and Advocates, ensuring they have the skills and knowledge needed to deliver exceptional results. Your expertise will be invaluable in resolving complex issues related to Azure Subscription and Billing, and you will work closely with our Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps and share best practices across our teams.
Key Responsibilities
- Install, configure, support, and troubleshoot issues related to Microsoft technologies, including Azure and cloud services
- Provide technical coaching and guidance to DP Engineers and Advocates
- Engage in escalations and help resolve complex issues related to Azure Subscription and Billing
- Partner with the SDM and CSS Training teams to address readiness gaps and share best practices
- Own case management duties, including incoming inspection, escalations, tech reviews, triage, wellness, and reduce time to measures
- Provide Readiness Content by identifying the need for and creating content and contributing to readiness efforts as a Subject Matter Expert (SME)
- Manage collaboration activities, including reactive, proactive, cross-team for complex cases, and overall process
- Contribute to Supportability activities, including case analysis and case pattern recognition, deflection initiatives, and other supportability improvements
- Ensure release management and deployment functions for Delivery Partners
- Collaborate with stakeholders to identify and recommend technical, program process, and tool opportunities, leading with innovation and prioritizing needs
- Provide Frontline Technical or Sales Operations Oversight to Delivery Partners (optional)
- Participate in Product Group Triages and approve escalations to product groups on behalf of DP
- Drive Down Speed or Time to Competency for DP Resources
- Participate in Technical and SME interviews for new PTAs hires and direct Customer Contact to support frontline engineers
- Run Non-Top Box and Deviation Analysis (including Approval)
- Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA)
Essential Qualifications
To be successful in this role, you will need to have a strong educational foundation in a relevant technical field, such as Computer Science, Engineering, Physics, or Information Technology. You should also have a minimum of three years of experience installing, configuring, supporting, and troubleshooting technology issues, with specific skills in:
- Root Cause Analysis (at least 36 months of experience)
- Scripting (at least 24 months of experience)
- Mentorship (at least 12 months of experience)
- Azure Services (at least 12 months of experience)
- Azure (at least 12 months of experience)
- Reporting (at least 12 months of experience)
- Technical Collaboration (at least 12 months of experience)
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Experience working with Microsoft technologies, including Azure and cloud services
- Strong understanding of IT service management principles and practices
- Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders
- Strong problem-solving and analytical skills, with the ability to resolve complex technical issues
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Technical expertise in Microsoft technologies, including Azure and cloud services
- Strong understanding of IT service management principles and practices
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to work effectively in a team environment, with a strong focus on collaboration and knowledge-sharing
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Ability to adapt to changing priorities and deadlines, with a strong focus on delivering high-quality results
Career Growth Opportunities and Learning Benefits
At Microsoft, we are committed to helping our employees grow and develop their careers. As a Technical Support Advisor, you will have access to a range of training and development opportunities, including:
- Technical training and certification programs
- Leadership development programs
- Mentorship and coaching opportunities
- Opportunities to work on complex and challenging projects
- Collaboration with experienced professionals and subject matter experts
Work Environment and Company Culture
At Microsoft, we pride ourselves on our dynamic and inclusive work environment, which is designed to foster collaboration, creativity, and innovation. As a Technical Support Advisor, you will be working in a flexible, hybrid remote arrangement, which offers the perfect blend of autonomy and collaboration. You will be part of a talented and diverse team, with opportunities to work with experienced professionals and subject matter experts from around the world.
Compensation, Perks, and Benefits
We offer a competitive salary range for this position, from $135,000 to $165,000 per year, depending on experience and location. In addition to your salary, you will also be eligible for a range of benefits, including:
- Comprehensive medical, dental, and vision insurance
- 401(k) plan and company match
- Short-term and long-term disability coverage
- Basic life insurance
- Wellbeing benefits, including access to fitness classes and mental health resources
- Up to 10 scheduled paid holidays per year
- Up to 80 hours Holistic Health Time Off per year
- Discretionary Time Off (DTO) for salaried/exempt employees
- Opportunities for merit increases, annual bonus, and stock awards
Conclusion
If you are a motivated and experienced technical professional, with a passion for Microsoft technologies and a commitment to delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Technical Support Advisor, you will be part of a dynamic and talented team, with opportunities to grow and develop your career, and make a real impact on our customers and partners. Don't miss out on this chance to join our team and take your career to the next level. Apply now!
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