Responsibilities
Response and Resolution
Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
Handles customer issues through collaboration, resolution, or escalation. Documents technical work and research.
Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness
Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
Product/Process Improvement
Provides feedback to improve products to more senior engineers or technical advisors.
Identifies potential defects and escalates to more senior engineers to resolve.
Uses available tools to deliver solutions for customer issues of limited scope.
Follows processes provided by the business.
Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Other Embody our culture and values
Required Qualifications
Must be pursuing a Bachelor’s or Master’s Degree in Computer Science, Information Technology (IT), or related field
Must have at least one additional quarter/semester of school remaining following the completion of the student worker program.
Fluency in English.
You must be legally authorised to work in Kenya to be eligible for this role. (Legally authorised = has citizenship or has been granted a valid visa or work permit)
Preferred Qualifications
Microsoft Technology Certifications.
Apply via :
jobs.careers.microsoft.com
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