Full-time, Part-time

Reston, VA 20190

Service Engineer I This functional role is accountable for mitigating platform and service impacts as quickly as possible by executing against defined written procedures (Troubleshooting Guides). Query analytics engines using scripting similar to SQL, as well as script automation steps in Python, C#, or PowerShell
Incidents can be sourced through automated monitoring, heads-up displays and incident management systems (IcM). Use these inputs to identify trends/patterns that require followup. Additional responsibilities may include:
• Identify and drive fixes with feature teams for volume drivers.
• Run documented deployment scrips.
• Ensure the deployment flow is proceeding smoothly and any issues are escalated promptly and accurately back to the deploying team.
• Coordinate restoration actions with Microsoft teams and other partners on behalf of Microsoft.
• Report bugs as necessary via bug tracking system to update collateral used to resolve issues when deficiencies in knowledge base of troubleshooting guides (TSG) are found.
• Assist in outage restoration actions, escalating to Microsoft personnel within published timeframes or when indicated by procedure.
• Log all investigative and restorative actions taken in IcM for later retrieval for audit purposes and root cause investigations. Requirements:
• Strong college hire or 1-2 years of experience in service operations
• Demonstrated experience diagnosing/debugging faults in complex services or distributed systems
Working knowledge of enterprise network gear including routers, switches, and load balancers.
• Working knowledge of enterprise routing protocols and IP subnetting
• Experience using common diagnostic tools like Netmon, WinDBG and Wireshark
• Experience with PowerShell, SQL, and Python scripting
• Able to diagnose and mitigate faults
• Able to identify and drive recovery levers with feature teams
• Able to communicate effectively through written and oral English
• Able to interact with external customers and partners on behalf of Microsoft
• Ability to perform work under continuous deadline pressure
• Hold active TS/SCI security clearance with a full-scope polygraph fully adjudicated by the designated agency
• Demonstrated experience diagnosing/debugging faults in complex services or distributed systems

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Posting ID: 602926582 Posted: 2022-10-26 Job Title: Service Engineer Entry