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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Windows Directory Services Technical Support Engineer

Egypt, Cairo · Job Posted March 04, 2026
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Job Description

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web.

Job Responsibility

  • 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 (e.g. swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group/engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
  • 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

Requirements

  • 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
  • Strong customer service, min 2 years, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
  • Proven experience on Windows System Administration/Configuration, with focus on: Active Directory, Certificates & PKI , Enterprise State Roaming, FRS and DFSR, Group Policy, Security & Authentication, Slow Logon, User Profiles
  • Proven experience in creating support documentation and sharing knowledge with others through training delivery and mentoring
  • Ability to work in shifts and cover 24 x 7 support based on a rotation scheme with your peers
  • English Language: confident in reading, writing and speaking. OR Fluent in German, French, Italian and confident in reading, writing and speaking English
  • Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
  • This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter

Nice to have

  • Passing the MCP Windows Internals test is a plus - Windows Internals (70-660)
  • Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)
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