Technical Support Engineer - Windows Performance - Microsoft Corporation

With over 18,000 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. Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft'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. We are looking to hire a Technical Support Engineer - Windows Performance. You will be part of a team responsible for providing outstanding technical support experience and delivering customer value with everything we do. From problem identification to full resolution, you will own and manage the customer experience over the phone, Web, and online chat support. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.? This role is flexible in that you can work up to 100% 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** + Scope customer issues by collecting the relevant facts and investigate the problem by conducting research and involving other relevant teams as needed. + Consult and collaborate with your immediate peers or colleagues around the world, management, and product engineering to resolve service issues. + Act as a customer advocate. + Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.? + Advise customers on how to gain additional value from their Microsoft products. + Document technical work and research, share feedback for product improvement and enhance the support experience. + Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations. **Other** + Embody our?Culture (https://www.microsoft.com/en-us/about/corporate-values) ?and?Values (https://careers.microsoft.com/us/en/culture) . **Qualifications** **Required** **Qualifications:** + 3+ years technical support, Windows System Administration/Configuration, technical consulting experience, or information technology experience + OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience. **Other Requirements:** Ability to meet Microsoft, customer and/or government security screening requirements as these 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. This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. **Preferred Qualifications:** + Utilize troubleshooting tools such as Process Explorer, Procdump, Process Monitor, and RamMap + Configure, collect, and analyze Windows Performance logs + Employ CMD line driven utilities + Use PowerShell for data collection and configuration management + Manage and troubleshoot desktops and applications including Modern Apps + Understand core OS architecture, including CPU, Memory, Kernel/Usermode space, Boot Process, and how to troubleshoot related issues + Troubleshooting and customizing Start Menu and Task Bar + Windows Search and indexing issues + Research skills and technical document interpretation and implementation for problem solving Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $64,800 - $130,100 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 $86,400 - $142,700 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 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) .