Microsoft Corporation Support Engineer in Fargo, North Dakota

Support Engineer

The Support Engineer is a trusted advisor to IT Professionals you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value of the Microsoft solution. You will have a chance to solve technically complex problems for the some of the world’s largest companies, as well as smaller companies on the leading edge of their industry.

At Microsoft Global Business Support (GBS), the sentence: “That’s not our problem” doesn’t exist in our lexicon. With more than 4,000 employees, we deliver world-class assistance around the clock to businesses, partners and developers in 24 languages.

Support Engineering at Microsoft

As a Support Engineer, you will solve high level complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

Responsibilities

Key Responsibilities:

As a Support Engineer you will represent Microsoft in customer communication via phone, email, or chat to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.

It’s your chance to:

  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.

  • Exhibit leadership through personal responsibility, accountability and teamwork.

  • Act as a technical focal point in cooperative relationships with other companies.

  • Manage crisis situations that may involve technically challenging issues and diverse audiences.

  • Own and resolve technically complex mission critical or politically hot customer issues

  • Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.

  • Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.

  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.

  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.

  • Travel within the US and internationally may be available.

  • Earn certifications as an MCSE, MCSD or MCPD. Microsoft will facilitate this opportunity through company provided resources and testing centers (required within one year of employment).

Qualifications

Your Career:

We take your career seriously at Microsoft and will ensure that we provide regular reviews throughout the year to offer continuous feedback and support to inspire you, develop your skills and ensure your personal satisfaction and growth. The Microsoft performance philosophy recognizes higher performance with bigger rewards through a formal annual performance review.

Skills and qualifications:

  • 24x7 support – potentially working at least 1 weekend day or alternate shift

  • Experience in a customer facing or customer support role

  • Experience in troubleshooting and problem solving role

  • Experience in a team environment

  • Experience with SQL Server or an equivalent database product

  • Experience with Relational Database management systems and concepts

  • Four or more years’ experience in systems development, network operations, software support or I.T. consulting.

  • Four or more year’s industry experience with Microsoft products

  • Strong knowledge of Microsoft® Windows and Windows Server products (preferred)

  • B.S. degree in C.S. or E.E. or equivalent preferred