<b>Overview</b><br><div><p><span xml:lang="EN-US" data-contrast="auto">Come join a team that values collaboration, innovation, and customer success. At Microsoft, we empower healthcare organizations through cutting-edge speech recognition and AI solutions. As a </span><span xml:lang="EN-US" data-contrast="auto">Service Engineer,</span><span xml:lang="EN-US" data-contrast="auto"> you will play a pivotal role in delivering exceptional technical support and ensuring seamless experiences for our customers.</span><span data-ccp-props="{}"> </span></p></div><div><p><span xml:lang="EN-US" data-contrast="auto">In this role, you will diagnose and resolve complex technical issues, guide customers through installations, and collaborate with internal teams to drive continuous improvement. This opportunity will allow you to deepen your expertise in Windows troubleshooting, virtualization, and cloud technologies while contributing to a mission that impacts healthcare professionals worldwide.</span><span data-ccp-props="{}"> </span></p></div><div><p><span xml:lang="EN-US" data-contrast="auto">Our culture embraces a growth mindset and encourages every team member to bring their best each day. Join us and help shape the future of healthcare technology</span><span data-ccp-props="{}"> </span></p></div><br><br><b>Responsibilities</b><br><div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p xml:lang="EN-US"><span xml:lang="EN-US" data-contrast="auto">Deliver best-in-class customer service as the first point of contact via phone, chat, email, and web cases.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Diagnose, document, and resolve technical issues related to Microsoft products and supporting infrastructure.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Guide customers through application installation and configuration.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Collaborate with technical teams, field services, and customer IT staff to resolve complex issues.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Act as an escalation point for Tier-1 support and manage critical incidents effectively.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Contribute to internal knowledge base and technical documentation.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Support team queues and participate in knowledge-sharing initiatives.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Maintain flexibility for 24×7 rotational shift coverage and support, with on-call assignments and staffing availability as required</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="9" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Contribute to identifying and recommending optimal configurations of technology components.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="10" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Develop foundational understanding of service/system design, technology layers, and dependencies at scale.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="11" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Adjust configurations and define infrastructures to improve availability, reliability, efficiency, observability, and performance of supported products/services with guidance.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Participate in collaborative reviews with engineering teams and share learnings across stakeholders.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="13" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Design components for robust and scalable measurement of health, quality, and functionality.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Share information across disciplines within the feature team and manage dependencies.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="15" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Utilize and contribute to knowledge bases (customer, product, industry, troubleshooting guides).</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="16" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Actively seek to develop understanding of best practices through design reviews, incident drills, and interactions with senior engineers.</span><span data-ccp-props="{}"> </span></p></li></ul></div></div><div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Develops an understanding of prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical experts. Works with security, privacy, and compliance teams to identify and address issues relevant to their services and resolve them within the service level agreement (SLA) with guidance.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Assists in the implementation of reliable, scalable, and high-performance solutions across teams.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="19" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Contribute to design documents, implementation, rollback plans, and quality checklists. </span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="20" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Contributes to quantifying and ensuring the health and compliance of components of a service according to Engineering and industry standards with guidance from other engineers.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="21" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Monitor telemetry data and perform basic analyses to identify system issues.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Develops scripting and/or automation used in monitoring based on observations.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="23" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Coordinate workstreams and resources during crises to mitigate impact and restore services.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="24" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Contribute to root cause analyses and post-incident reviews to enhance service stability</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="25" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Participate in on-call rotations, troubleshoot incidents, and escalate complex issues as needed.</span><span data-ccp-props="{}"> </span></p></li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="26" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-listid="1" data-font="Symbol" data-leveltext="" aria-setsize="-1"><p><span xml:lang="EN-US" data-contrast="auto">Document incidents, resolutions, and lessons learned through postmortems and review meetings. </span><span data-ccp-props="{}"> </span></p></li></ul></div></div><br><br><b>Qualifications</b><br><ul><li>Technical competencies:<ul style="list-style-type:circle"><li>Previous experience with server virtualization and/or virtual desktop integration</li><li>Demonstrated experience with either support or administration of Windows desktop and server platforms</li></ul></li><li>Strong written and verbal communication skills in English.</li><li>Facilitate customer conference calls or inbound calls and manage the resolution of critical customer account issues.</li><li>Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.</li><li>CRM tools knowledge.</li><li>Resolves or directs issue to the correct staff member for resolution, including escalation to tier 3 or engaging next escalation point</li><li>Responsible for identifying, escalating, and calling critical incidents</li><li>Strong critical thinking and problem-solving skills</li><li>Good interpersonal skills and exceptional customer service skills</li><li>Detail oriented, understands and works well with varying standards and processes</li><li>Minimum 3+ years’ experience in a technical environment, working in the healthcare industry, customer support role</li><li>Experience with supporting or administering LDAP/Active Directory</li><li>CompTIA A+ or other desktop troubleshooting experience</li><li>Networking and network topology as implemented within a business or medical environment</li><li>MS Azure, Cloud and Virtual technologies knowledge mandatory.</li><li>RESTful web services, scripting, regular expressions, technical deep-dive log analysis.</li><li>Citrix technology.</li><li>Cloud networking troubleshooting and tools (i.e. Wireshark and Fiddler)</li><li>VMware, virtual machine client endpoint peripheral management,</li></ul><p> </p> <br><p>This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.</p><br><hr><br><p>Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about <a href="https://careers.microsoft.com/v2/global/en/accessibility.html"><b><u>requesting accommodations.</u></b></a></p>