Python Job: Technical Support

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Job Skills

Company

Microsoft

Location

Reading, England - United Kingdom

Job type

Full-Time

Python Job Details

With over 17,000 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 for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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

  • Team Readiness & Development – you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
  • Case Management (Delivery Excellence) – drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance. Perform case reviews to derive actionable process or technical feedback; share at the regional or global level.
  • Managing Collaborative Activities – Manage highly complex escalated problems, involving, broad product knowledge or in-depth product specialty. Mentor engineers and other Technical Advisors to be more effective collaborators.
  • Supportability Activities – contribute to customer self-help and volume deflection initiatives. Analyze case trends to Influence, improve, and/or propose fixes to the development of products and features.
  • Process Improvement – refine processes as needed by collaborating with global teams and product groups. Act as liaison between engineering teams and support teams to ensure process is refined and works correctly. Serve as an early warning system and put plans in place to proactively mitigate issues.


Qualifications

Language Qualification
English Language: fluent in reading, writing and speaking.
Qualifications:
  • Expertise in either or both 4g/LTE and 5G/CUPS and their associated external interfaces, PCRF/OCS, HSS/HLR, VoLTE, VoWifi, ePDG, GiLAN/Proxy
  • Troubleshooting at the expert level within large Network Environments
  • Working and hands-on knowledge of 3GPP, routing & switching, virtualization, Linux.
  • Familiarity with networking and troubleshooting tools including ping, tracert, Netmon, WireShark, nmap, Message Analyzer, etc.
  • Strong knowledge and understanding of TCP/IP protocols and OSI model
  • Expertise with networking concepts including VPN, DNS, IP addressing and Routing protocols (such as BGP or OSPF),
  • Fundamental awareness of Private, Hybrid, Public Cloud, OS: Windows and/or Linux, Virtualization of SDN technologies
  • Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2
  • Troubleshooting at the expert level within large Network Environments
  • Familiarity with networking and troubleshooting tools including ping, tracert, Netmon, WireShark, nmap, Message Analyzer, etc.
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyse problems, determine root cause and develop solutions.
  • Experience of working in industry in roles such as Technical Support Engineer, Level 3 Engineer, Systems Engineer, preferably in a vendor, voice or mobile service provider environment
  • Hands-on experience configuring Azure load balancers, application gateways, firewalls and Azure CDN technologies
Preferences:
  • Expertise in deploying and troubleshooting Kubernetes in an enterprise environment
  • Experience with scripting languages (Python, PowerShell, etc.)
  • Hands-on knowledge on troubleshooting and administration of Linux based systems,
  • Solid foundation and background in Microsoft products and technologies
  • Solid foundation and background in Cisco, fortinet, palo alto, or similar network solution providers
Soft Skills:
  • Technical Leadership - handle technically challenging and politically sensitive customer situations.
  • Strong communications skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
  • Ability to understand the customers best interests in terms of problem impact.
  • Passion for technology, problem solving, and customer supportability.
  • Ability to discovery, recognize and assess alternate solutions to a problem.
  • Ability to drive discussions remotely with authority.
  • Ability to work collaboratively.
  • Logical and Critical thinking
  • Ability to develop and nurture relationships over long distances and remote technologies like Teams.
  • Ability to deal with ambiguity.

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. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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