Technical Support Engineer

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Microsoft Intune is a cloud-based enterprise mobility management (EMM) service that helps enable your workforce to be productive while keeping your corporate data protected. Intune integrates closely with Microsoft Entra ID for identity and access control, and Azure Information Protection for data protection.

Key Features of Microsoft Intune:

Device Management: Manage and protect your organization's devices, including iOS, Windows, and Android platforms. This includes configuring device security, compliance policies, and access rights.

App Management: Assign, manage, and protect apps within your organization. This includes configuring apps, protecting app data, managing app policy assignments, and implementing app security rules.

Security and Compliance: Ensure that your organization's devices and apps comply with security policies and regulations. This includes setting up compliance policies, conditional access, and endpoint security.

Integration with Other Services: Intune integrates with other Microsoft services such as Microsoft Endpoint Manager, Configuration Manager, and ServiceNow for a comprehensive IT management solution.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers' technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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

Product/Process Improvement

• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Readiness

• Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Response and Resolution

• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the statsolution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Performs in-depth product troubleshooting and remediation when needed.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Experience on how to enroll Windows(Autopilot), MAC, iOS and Android devices from Intune, setting up basic policies.
• Experience or Knowledge in managing and protecting organizational devices, including iOS, Windows, and Android platforms. This includes configuring device security, compliance policies, and access rights.
• Experience or Knowledge in assigning, managing, and protecting apps within an organization. This includes configuring apps, protecting app data, managing app policy assignments, and implementing app security rules. Troubleshooting in this area is a desired skill.
• Experience or Knowledge of ensuring organizational devices and apps comply with security policies and regulations. This includes setting up compliance policies, conditional access, and endpoint security.
• Experience or Knowledge in integrating Intune with other Microsoft services such as Microsoft Endpoint Configuration Manager, EntraID.

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 verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.

Additional or preferred qualifications

• Microsoft Technology Certifications
• Demonstrated ability to manage and secure organizational devices across iOS, Windows, and Android platforms. Experience configuring device security settings, compliance policies, and access controls.
• Skilled in deploying, managing, and securing applications within an enterprise environment. Includes configuring app protection policies, managing app assignments, and enforcing app-level security rules.
• Strong understanding of compliance frameworks and security best practices. Experience implementing conditional access, endpoint protection, and compliance policies to meet regulatory and organizational standards.
• Familiarity with integrating Intune with Microsoft Endpoint Manager, Configuration Manager, and ServiceNow to support a unified IT management strategy.

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $68,300 - $137,900 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 $93,200 - $151,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.