Technical Advisor

Job Description

Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution, Solution, etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidentsTA Responsibilities Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to. measures) Enable swarming and collaboration activities, including advanced troubleshooting Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group) Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG) Ensure landing of new feature onboarding Own cases, as business demands Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring Drive technical collaboration and 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 specificOptional Responsibilities Technical interviews for new hires Assist acting team manager or POD lead Interface with CSAM to maintain good customer relations (Premier-focused LOBs) Process improvement feedback to appropriate DP and MSFT stakeholders PG Collaboration including triages Approval of escalations to product group (known as ICMs, Bugs or similar varies by SBU) Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific. Release management and deployment (ensure it happens, do not own directly) Trends, forecast for LOB Responsible for oversight of Speak Up! items (Consumer)Optional Responsibilities for an Engineer TA Readiness content - identify need for and, or create content Assist, acting team Manager, POD lead Interface w, TAM to maintain good customer relations (Premier-focused LOBs) Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.Optional Responsibilities for a Service TA Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process) Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise) Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific. Trends, forecast for business, Language QualificationEnglish Language: fluent in reading, writing and speaking.Required Experience 5+ years of customer facing support experience Experience on Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA. Experience supporting large and complex geographically distributed enterprise environments with 1000+ usersExperience in one or more of these areas desirable Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting. OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.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.

Keyskills :
windows serversafetyactive directory administrationos internalsactive directorytroubleshootingload balancingwindows system administrationmechanicalsalesinspection