Job Description
Company Overview
Microsoft is a global leader in software, cloud services, and innovative technology solutions. With a mission to empower every person and organization on the planet, Microsoft delivers cutting‑edge products such as Windows, Azure, Office 365, and Dynamics 365. The company’s culture emphasizes collaboration, continuous learning, and a commitment to diversity and inclusion. Microsoft’s technical support teams play a critical role in ensuring customers receive expert assistance and a seamless experience across all Microsoft platforms.
Key Responsibilities
Key Responsibilities For Technical Support Specialist
- Serve as the first point of contact for customers via phone, email, and chat, diagnosing and resolving technical issues related to Microsoft software and cloud services.
- Conduct thorough root‑cause analysis, document findings, and provide clear, step‑by‑step solutions to both technical and non‑technical users.
- Escalate complex problems to higher‑level support or engineering teams while maintaining ownership and communication with the customer throughout the resolution process.
- Create and maintain knowledge‑base articles, troubleshooting guides, and internal documentation to improve team efficiency and customer self‑service options.
- Participate in on‑call rotations and adhere to service‑level agreements (SLAs) to ensure timely issue resolution.
- Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvements.
- Utilize ticketing systems (e.g., ServiceNow) and remote support tools to manage and track support cases accurately.
- Provide proactive outreach to customers, offering best‑practice recommendations and preventive maintenance tips.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum 2 years of experience in a technical support or help‑desk role, preferably supporting enterprise‑level software or cloud platforms.
- Strong understanding of Windows operating systems, Microsoft Office suite, and basic networking concepts (TCP/IP, DNS, VPN).
- Proven ability to troubleshoot hardware, software, and connectivity issues in a fast‑paced environment.
- Excellent verbal and written communication skills with a customer‑focused attitude.
- Ability to work independently and as part of a collaborative team, managing multiple priorities simultaneously.
Desired Skills
- Experience with Azure services, Power Platform, or Microsoft 365 administration.
- Familiarity with scripting languages such as PowerShell or Python for automation tasks.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or Azure Fundamentals.
- Exposure to ITIL or other IT service management frameworks.
- Multilingual capabilities, especially Spanish or Mandarin, are a plus.
Compensation & Benefits
- Salary range: $60,000 to $90,000 annually, based on experience and location.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) matching program and employee stock purchase options.
- Generous paid time off, parental leave, and flexible work arrangements.
- Ongoing professional development resources, tuition assistance, and certification reimbursement.
- Access to on‑site fitness centers, wellness programs, and employee assistance services.
How to Apply
Visit the Microsoft Careers portal, search for “Technical Support Specialist,” and submit your resume along with a cover letter highlighting relevant experience and achievements. Ensure you select the Seattle, WA location to be considered for this role. After submission, you will receive a confirmation email with next steps and information about the interview process.
Microsoft is a global leader in software, cloud services, and innovative technology solutions. With a mission to empower every person and organization on the planet, Microsoft delivers cutting‑edge products such as Windows, Azure, Office 365, and Dynamics 365. The company’s culture emphasizes collaboration, continuous learning, and a commitment to diversity and inclusion. Microsoft’s technical support teams play a critical role in ensuring customers receive expert assistance and a seamless experience across all Microsoft platforms.
Key Responsibilities
Key Responsibilities For Technical Support Specialist
- Serve as the first point of contact for customers via phone, email, and chat, diagnosing and resolving technical issues related to Microsoft software and cloud services.
- Conduct thorough root‑cause analysis, document findings, and provide clear, step‑by‑step solutions to both technical and non‑technical users.
- Escalate complex problems to higher‑level support or engineering teams while maintaining ownership and communication with the customer throughout the resolution process.
- Create and maintain knowledge‑base articles, troubleshooting guides, and internal documentation to improve team efficiency and customer self‑service options.
- Participate in on‑call rotations and adhere to service‑level agreements (SLAs) to ensure timely issue resolution.
- Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvements.
- Utilize ticketing systems (e.g., ServiceNow) and remote support tools to manage and track support cases accurately.
- Provide proactive outreach to customers, offering best‑practice recommendations and preventive maintenance tips.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum 2 years of experience in a technical support or help‑desk role, preferably supporting enterprise‑level software or cloud platforms.
- Strong understanding of Windows operating systems, Microsoft Office suite, and basic networking concepts (TCP/IP, DNS, VPN).
- Proven ability to troubleshoot hardware, software, and connectivity issues in a fast‑paced environment.
- Excellent verbal and written communication skills with a customer‑focused attitude.
- Ability to work independently and as part of a collaborative team, managing multiple priorities simultaneously.
Desired Skills
- Experience with Azure services, Power Platform, or Microsoft 365 administration.
- Familiarity with scripting languages such as PowerShell or Python for automation tasks.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or Azure Fundamentals.
- Exposure to ITIL or other IT service management frameworks.
- Multilingual capabilities, especially Spanish or Mandarin, are a plus.
Compensation & Benefits
- Salary range: $60,000 to $90,000 annually, based on experience and location.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) matching program and employee stock purchase options.
- Generous paid time off, parental leave, and flexible work arrangements.
- Ongoing professional development resources, tuition assistance, and certification reimbursement.
- Access to on‑site fitness centers, wellness programs, and employee assistance services.
How to Apply
Visit the Microsoft Careers portal, search for “Technical Support Specialist,” and submit your resume along with a cover letter highlighting relevant experience and achievements. Ensure you select the Seattle, WA location to be considered for this role. After submission, you will receive a confirmation email with next steps and information about the interview process.
Required Skills
- Technical
- Support
- Specialist