Our Ability Jobs

With over 18,000 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.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

In the Customer Service & Support (CSS) team, we are looking for an individual with a passion for delivering customer success. As a Technical Support Engineer - Power BI you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% 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

Response and Resolution

· Reviews complex issues (e.g., multiple components of a product) 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.

· Resolves customer issues through problem-solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

· Performs in-depth product troubleshooting and remediation when needed.

· 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

· Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement

· Provides feedback to more upper-level engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.

· Identifies potential defects and escalates to more upper-level engineers to resolve.

· Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.

· Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.

· Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• 3+ years technical support, technical consulting experience, or information technology experience

o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.

Other Requirements

• 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.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.

• Demonstrated the ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector. Thriving in a fast-paced, high-volume environment. You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks.

• Communication and stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, upper-level business users with ease.

• Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial.

• Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services and/or underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP

• Basic network troubleshooting skills and Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work.

Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $66,500 - CAD $128,300 per year.

Find additional pay information here:

https://careers.microsoft.com/v2/global/en/canada-pay-information.html

Microsoft will accept applications for the role until June 18, 2024.

#CES #CSS #DTP #DataAI

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .