Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Do you have a passion for Microsoft Teams and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers with complex needs and objectives? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

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:

Plan and deliver proactive and reactive support including onsite presence as needed (post Covid restrictions).

Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans.

Identify and manage goals and opportunities across Teams to improve the customer environment or call quality.

Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.

Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience.

Apply lessons learned for continuous process and delivery improvement for the customer.

Engage in meetings with customers and account teams to articulate service offerings.

Share and gain knowledge through communities.

Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

 Other

Embody our culture and values

Qualifications:

Required/minimum qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 4+ years experience in technical architect, technical consulting, design and implementation, and/or technical sales OR Relevant certifications from Microsoft or competitive platforms AND 3+ years experience in technical architect, technical consulting, design and implementation, and/or technical sales OR 5+ years experience in technical architect, technical consulting, design and implementation, and/or technical sales OR equivalent experience. Required languages: Portuguese and English (Desirable: Spanish) Preferred qualifications:
5+ years of Teams/Skype for Business related experience with more than one of the following technologies:

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 5+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.

5+ years of Teams/Skype related experience with at least 2 of the following:

Cloud Products

Experience with Microsoft Server products, and cloud products like Microsoft Teams.

Networking and connectivity to O365 and/or Azure clouds.

Experience with supporting, planning and implementation of Office 365 products including Enterprise Voice, Conferencing, client connectivity, UM, and other Teams features.

Experience with Messaging and Active Directory Federation Services technologies

Share Point Online and One Drive for business administration

Experience with Hybrid Directory Services technologies including ADFS and Azure AD

Knowledge of Office 365 product capabilities, troubleshooting, and monitoring tools

Experience with troubleshooting, configuring, and supporting Hybrid environments.

Experience with Voice over IP (VoIP) Services.

Certification in Microsoft and other Cloud Technologies.

Proven troubleshooting skills and experience with Teams and Skype.

Ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.

Proven ability to handle difficult and sensitive customer situations, lead projects and motivate others.

Experience with supporting and engaging with Fortune 500 IT and business leaders

Working experience with Microsoft Cloud based solutions in large enterprise environments.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.