Support Engineer
Microsoft
Milan, Milano, Italy
14h fa

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, implementation of Microsoft’s end-to-end customer experience.

This organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring the company’s mission by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

We have a tremendous opportunity to exceed our customers’ expectations and to consistently drive customer loyalty and trust, leading to greater satisfaction, retention, and growth.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through a connected customer experience.

We do this by delivering a seamless support experience to help customers and partners resolve their issues quickly, prevent future problems from occurring and demonstrating new ways to achieve more from their Microsoft investment.

Responsibilities

  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams first quality response, swarming, case documentation, customer expectation mgmt., etc.)
  • Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
  • Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases
  • Create and maintain incident management requests to product group / engineering group
  • May contribute to case deflection initiatives, automation and other digital self-help assets to improve customer / engineer experience via feedback to correct stakeholders
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration & engagement outside of CSS (Product Engineering teams / Services / Support / Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  • Qualifications

    Language Qualification

    English Language : fluent in reading, writing and speaking.

    Required

  • BA / BS degree or Equivalent
  • Excellent understanding of Database concepts and deployments
  • Strong Relational Database Management System (RDBMS) knowledge and experience.
  • Hands on experience on SQL DBA activities
  • Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and / or SQL language
  • Experience troubleshooting SQL Server 2008 R2, 2012, 2014, 2016, 2017 & 2019 or Open-Source Databases like MySQL, Postgre SQL, etc.,
  • Solid knowledge on performance tuning and database design, T-SQL language
  • Experience in capacity planning, sizing SQL Server environments and high availability configurations like clustering and availability groups will be an advantage.
  • Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
  • Industry experience with Microsoft Server products, network connectivity, UNIX or other operating systems, migrating databases to the cloud or upgrading from one version of Microsoft SQL Server to a higher version.
  • Excellent Communication Skills - verbal, listening, and written (including technical writing).
  • Passion for technology, lifelong learning and professional development.
  • Other experience : Optional

  • Data Sources : mongodb, cloudera, teradata, Oracle, DB2 Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
  • 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.

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