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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.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

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

Enterprise Cybersecurity:

• Experience with deploying, administering and / or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions

• Or Network Security Engineering or consulting, and/or Systems Administration security. This should include experience with endpoint security, server security and threat analytics

• Customer facing support experience

• Experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration

• Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments

• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

• Some experience in Automation in PowerShell and/or Python, Java, or a similar language.

Qualifications

Professional Skills​

• Demonstrated fast learning skills

• Strong collaborative and extensive cross-group coordination skills

• Proven customer service skills supporting external and/or internal customers in an enterprise environment

• Great phone presence and documentation abilities. Excellent executive communication and critical situations management skills

• Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides

• Previous experience working in a large, complex, highly matrixed global organization preferred

• Ability to work in a high pace environment

Education

• Preferred Bachelor’s degree or higher in a technical field, or relevant work experience

• Preferred IT Industry certifications (Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.)

Language requirements

• A B2 or higher language proficiency (written and spoken) in English

• Fluent in Italian (written and spoken)

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.

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) .