Job description 

Job Purpose  

In this role, the Service Support Engineer II will be responsible for understanding the services and components required to deliver a particular experience, establishing clear service or component optimization strategies, and introducing new capabilities and technologies that revolutionize the user experience and advance the industry.  You will be part of a self-managed Feature Crew responsible for the overall experience. You will engage and manage multiple internal and external stakeholders including employees, product teams, OEMs, and Suppliers. You will also play a key role in defining the service offering and roadmap to enable Microsoft’s customers to achieve amazing results in their own digital transformation.  

The ideal candidate will have a strong technical background and in-depth industry experience in the software and services aspects of the Enterprise Client Experience. We are looking for candidates that demonstrate strong business acumen, critical thinking, and negotiation skills with a track record of strong customer advocacy. The Service Support Engineer will balance technical and business objectives and will engage and influence senior leaders internally and externally to deliver high quality solutions and user experiences.  

Qualifications

Required Qualifications:  

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, or systems engineering or equivalent experience in Enterprise IT 
• 1+ years technical experience working with large-scale cloud or distributed systems. 
• You’ve managed services – you have 3+ years of experience managing and improving an enterprise service, including support for Production systems  
• You demonstrate strong technical skills for troubleshooting client/server software issues across multiple platforms, such as Windows, Linux, Mac, iOS, Android and Self-Problem-Solving capability  
• You can write scripts & comfortable with C#, Json, Python language with PowerShell/VS Code  
• You’ve led – you have a proven track record of successful Agile project implementations  
• You collaborate – you can explain your work, you can ask great questions, you can listen to your peers and your customers, and you love to give and receive feedback  
• You’re learning – no matter how much you know, you are always seeking to learn more and to become a better engineer  
• You’re applying your knowledge – you are comfortable using PowerShell scripts, VS Code, Azure, Power BI and have used these tools to drive automation and service health improvements  
• You’re influencing others and be held accountable for delivery without implicit authority. 

 
Preferred Qualifications:  

• Understanding of Agile/Scrum methodologies 
• 3+ years of experience with client management & software issue troubleshooting  
• 2+ years of experience with C#, Json, Python language  
• 2+ years of experience working in an Agile environment  
• Passion for using data and analytics to drive business value  
• Experience with client management technologies such as SCCM/Intune  
• Demonstrated curiosity for new technologies and passion for the user experience  

Non-Technical skills  

• Problem solving - Ability to clearly understand problems, decompose them into smaller problems; and technical articulation skills so that it is easy for the team to collectively solve.   
• Good communication and stakeholder management skills  
• High capacity to learn and adapt to new technologiesand engineering processes quickly.  

Location:  We are hiring in the following locations: Hyderabad, India. 

Responsibilities

Responsibilities  

• Perform in a lead technical role to provide Tier 3/Tier 4 level support to end users (employees) and interface with various internal services and product engineering teams to drive product and user experience improvement.  
• Provide a high level of support/service engineering across multi-platform products and services – Windows Client/Server, Client networking, Linux, Mac, iOS & Android.  
• Analyze top ticket/call drivers through existing telemetry data and/or build new telemetry to understand the obstacles, issues, bugs and DCRs.  
• Perform developing and managing a script (PowerShell/VS Code) lifecycle to automate issue detection and remediation tasks.  
• Provide Troubleshooting Guides, Knowledge Base, and Training for lower tier support teams to drive issue resolution rates up.    
• Manage incident resolution SLA/OLA, Time ToEscalation and Time to Resolution.   
• Collaborate with strategic service managers and engineering groups for the fast resolution of customer issues including working with customers directly on complicated issues. Additionalresponsibilities include monitoring support tickets and investigations for technical accuracy, support resource gaps, and identification of support quality needs and issues.  
• Perform not only the technical issue resolution, but also provide analytical reports to the leadership team for a strategic decision on Employee Productivity Services.  
• Advance the industry leading Zero Trust strategy by removing all service dependencies on VPN  
• Collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple roles as required (End User, IT Admin, & App Owner)  
• Design and lead execution of service operations through various support teams to achieve or exceed SLAs, KPIs, and strategic goals  
• Lead Live Site governance of the key business/service metrics in production to ensure a timely remediation of production issues and to ensure the service performs well on the agreed outcomes