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    Cybersecurity Technical Support Engineer - Toronto, Canada - Microsoft Canada

    Microsoft Canada
    Microsoft Canada Toronto, Canada

    Found in: beBee S2 CA - 4 weeks ago

    Default job background
    Full time
    Description

    Overview

    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.

    Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.


    In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Cybersecurity Technical Support Engineer - Microsoft Defender for Office 365 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 100% 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.

    Qualifications

    Required/Minimum Qualifications:

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

    • This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports local Canadian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
    • 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:

    • 3+ years of experience with Exchange or Office 365 (Exchange Online and Security & Compliance), Enterprise Messaging Administrative concepts and Security & Compliance eDiscovery, Auditing, (DLP) Data Loss Prevention, Secure Labels, Advance Treat Protection, Messaging Protection, etc.).
    • Microsoft Technology Certifications.

    Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $64,600 - CAD $125,400 per year.

    Technical Support Engineering IC4 - The typical base pay range for this role across Canada is CAD $88,800 - CAD $165,000 per year.

    Find additional pay information here:

    Microsoft will accept applications and processes offers for these roles on an ongoing basis.

    #CyberDefender

    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 senior 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 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 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
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