With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

• You participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues

Readiness

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

• You create knowledge base content dedicated towards operational efficiency while also empowering and enabling the greater support community. You share best practices with team members to enhance the quality and efficiency of customer support.

• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

Qualifications

Qualification

5+ years technical support, technical consulting experience, or information technology experience OR bachelor’s degree in computer science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience on Windows System Administration, Configuration , including a good working knowledge of some or most of these areas -

• Remote Desktop Services configuration, management and troubleshooting

• Azure Virtual Desktop configuration, management and troubleshooting

• Printing configuration, management and troubleshooting

• Server management tools

• Windows Shell configuration and management

• PowerShell scripting

• Troubleshooting windows performance issues using PerfMon and other SysInternals Tools like Procdump, procmon, RAMmap and likes

• Troubleshooting System Reliability issues (crash, hangs, bugcheck, unexpected reboot)

• Utilising Windows debugging tools including Windbg or similar to recover Windows servers

• Working knowledge of operating system internals (experience with Windows Internals and Architecture is a plus) Other Skills required

• Strong interpersonal skills; ability to work as a part of a local team and broader global organization

• Strong multitasking skills, and dealing with competing priorities

• Able to work under pressure in a fast-moving environment, ensuring customer experience is maintained despite changing circumstances and technical challenge

On-call and Shift work - This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include shift rotations. For e.g. - Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.

Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

Security Clearance Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .