Microsoft Product Support Engineer

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health?  to apply through your Workday account.

Exemption Status: Exempt

Hiring Range: $68,369.60 - $

Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations
.

Schedule Details: Monday through Friday

Scheduled

Hours:

8:00am to 5:00pm

Shift: 1 - Day Shift, 8 Hours (United States of America)

Hours: 40

Cost Center: 99940 - 5982 Data Center & EUC

This position may have a signing bonus available; a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other.

And everyone, in their own unique way, plays an important part, every day.

The Product Support Engineer is responsible for providing technical support and assistance for successful operation of UMMH platforms, products, and services. This role involves troubleshooting issues, managing infrastructure, and ensuring successful implementation and operation of products and services. Collaborates with cross‑functional teams, contributes to process improvements, and ensures customer satisfaction through effective problem resolution and support.

• Technical Support & Troubleshooting:
  Provide technical support to customers and internal teams for product‑related issues, diagnose and troubleshoot software and hardware problems, utilize diagnostic tools and methodologies to resolve issues efficiently, and maintain thorough documentation of support processes, solutions, and technical procedures.
• System Administration & Infrastructure Management:
  Deploy, configure, and support product services, manage and optimize infrastructure environments including user and group management, Group Policy, and domain services, support migrations from on‑premises to cloud environments, monitor system performance, implement improvements for user experience, and conduct security assessments and implement measures to protect systems and data.
• Project Support & Execution:
  Assist in the planning, deployment, and execution of technical solutions, collaborate with project teams to define technical requirements and ensure alignment with business objectives, identify risks and assist in developing mitigation strategies to ensure project success.
• Training & Knowledge Sharing:
  Conduct training sessions for users and project teams on best practices and product features, stay updated on product enhancements, industry trends, and emerging technologies, and contribute to knowledge‑sharing initiatives, creating detailed documentation and user guides.
• Customer Relations:
  Maintain good customer relationships through excellent service and communication, ensure customer satisfaction by addressing and resolving technical issues promptly, and provide feedback to product development teams based on customer experiences and issues.

• Required
  :
  Associate's degree in Computer Science, Engineering, Information Technology, or related field, or 4 years equivalent related industry experience.
• Preferred
  :
  Bachelor's degree;
  Relevant product certifications.

• Required
  :
  • Minimum of five (5) years of experience in system administration, systems engineering, or IS support roles.
  • Experience in supporting and managing technical products.
  • Understanding of cloud computing concepts, including virtualization, containers, microservices, and serverless architecture.
  • Knowledge of networking concepts and protocols, including TCP/IP, DNS, VPN, and firewalls.
  • Familiarity with security best practices for cloud environments, including identity and access management,…