Service Engineer II

Microsoft Digital (MSD)'s mission is to power, protect, and transform the employee experience at Microsoft around the world. The Employee Experience team within Microsoft Digital is the heartbeat of the employee experience across the company. They are looking for a motivated, technically oriented Service Engineer II to support and manage the core client experiences across Microsoft's Enterprise footprint.

Responsibilities include:

• Provide Tier 3 level support to end users and interface with various internal services and product engineering teams
• Analyze top ticket/call drivers and build new telemetry to understand issues
• Develop and manage scripts to automate issue detection and remediation tasks
• Provide troubleshooting guides and training for lower tier support teams
• Manage incident resolution SLA/OLA and collaborate with strategic service managers
• Advance the Zero Trust strategy by removing service dependencies on VPN
• Collaborate with teams across Microsoft to understand new features and influence product roadmaps
• Design and lead execution of service operations to achieve or exceed SLAs and KPIs

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience
• 2+ years experience managing and improving an enterprise service
• 1+ years experience working with large-scale cloud or distributed systems
• Proficient in troubleshooting client/server software issues across multiple platforms
• Proficient using PowerShell scripts, VS Code, Azure and Power BI

The role offers a comprehensive benefits package, including industry-leading healthcare, educational resources, savings and investments, parental leave, and generous time off.

Microsoft is an equal opportunity employer and welcomes applications from diverse backgrounds.