Experience Inc. Jobs

Microsoft Digital (MSD)’s mission is to power, protect, and transform the employee experience at Microsoft around the world.  Come build community, explore your passions, do your best work and be a part of the team. Microsoft Digital (MSD), is the team that innovates, creates, and delivers the vision for Microsoft’s employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft’s internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work. 

The Employee Experience team within Microsoft Digital is the heartbeat of the employee experience across the company. The team powers, enables, and transforms the digital Microsoft employee experience across devices, applications, and infrastructure. They propel the company forward in terms of modern workplace patterns and practices and provide an inspirational enterprise blueprint for customers and partners.    

Do you want to lead the digital transformation? Do you want to transform the industry by defining and showcasing Microsoft’s strategy across any number of client experiences? If so, you may be a great candidate for one of our openings in Tenant Integration & Management. We are looking for a motivated, technically oriented Service Engineer II to support and manage the core client experiences across Microsoft’s Enterprise footprint. Our objective is to fully transform the Enterprise client experience, making it as simple, intuitive, and reliable as possible while enabling the next level of productivity for both internal and external customers.   

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

• Perform in a lead technical role to provide Tier 3 level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement.

• Provide a high level of support/service engineering across multi-platform products and services – Windows Client/Server, Client networking, Linux, Mac, iOS & Android.

• Analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs.

• Perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks.

• Provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up.

• Manage incident resolution SLA/OLA, Time To Escalation and Time to Resolution.

• Collaborate with strategic service managers and engineering groups for the fast resolution of customer issues including working with customers directly on complicated issues. Additional responsibilities include monitoring support tickets and investigations for technical accuracy, support resource gaps, and identification of support quality needs and issues.

• Perform not only the technical issue resolution, but also provide analytical reports to the leadership team for a strategic decision on Employee Productivity Services.

• Advance the industry leading Zero Trust strategy by removing all service dependencies on VPN.

• Collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple roles as required (End User, IT Admin, & App Owner).

• Design and lead execution of service operations through various support teams to achieve or exceed SLAs, KPIs, and strategic goals.

• Lead Live Site governance of the key business/service metrics in production to ensure a timely remediation of production issues and to ensure the service performs well on the agreed outcomes.

• Embody our Culture (https://careers.microsoft.com/v2/global/en/culture) and Values (https://www.microsoft.com/en-us/about/corporate-values)

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering

• OR equivalent experience.

• 2+ years experience managing and improving an enterprise service, including support for production systems.

• 1+ years experience working with large-scale cloud or distributed systems.

• Proficient in troubleshooting client/server software issues across multiple platforms, such as Windows, Linux, Mac, iOS, Android and Self-Problem-Solving capability.

• Proficient using PowerShell scripts, VS Code, Azure and Power BI to drive automation and service health improvements.

Other Requirements:

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.

• Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees and asylees may verify status using other documents, where applicable.

Preferred Qualifications:

• Management Information Systems (MIS), or other industry or product specific Engineering Certifications.

• 3+ years of experience with client management.

• Passion for using data and analytics to drive business value.

• Experience with client management technologies such as SCCM/Intune.

• Demonstrated curiosity for new technologies and passion for the user experience.

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $98,300 - $193,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $127,200 - $208,800 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until October 2, 2024.

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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) .