Technical Support Engineer - Windows Directory Services

• Reviews complex issues and contacts customers to understand issue
• Ensures customers stay informed as to the status/solution of their issue
• Utilizes troubleshooting tools to help resolve customer issues
• Resolves customer issues through problem solving, collaboration, and research
• Documents technical work and research
• Performs in-depth product troubleshooting and remediation when needed
• Collaborates on cross-team and cross-product technical issues
• Assists in the implementation of end-to-end readiness programs
• Develops readiness content
• Mentors new Technical Support Experts
• Develops intermediate level competence on support topics
• Provides feedback to more senior engineers or serviceability team on functionality of products
• Provides feedback to the product group for product improvement
• Identifies potential defects and escalates to more senior 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
• Shares best practices broadly
• Participates in case triage meetings and/or case discussions to share knowledge
• Utilizes learnings from triage meetings to identify and communicate readiness needs

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
• Proficiency in verbal and written communication in English
• For candidates residing in Quebec, proficiency in verbal and written communication in French is required
• Ability to meet Microsoft, customer and / or government security screening requirements
• Microsoft Cloud Background Check
• Microsoft Technology Certifications
• Windows System Administration, Configuration, including a good basic understanding of: Registry
• User Accounts and Access Control
• Event Logs and Auditing
• Networking (TCP, IP)
• User Profile management
• Kerberos and delegation
• Public Key Infrastructure (PKI) deployment and management
• Group Policy management
• DNS deployment/management
• Active Directory topology and management, AD Replication
• User Accounts & Access Control

Proficiency in verbal and written communication in French (for candidates not residing in Quebec)