Technical Support Engineer - Windows User Experience

Sydney, NSW
Permanent
Full-time

19 days ago

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen 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 an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
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 engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Qualifications: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 in Azure Cloud administration OR Windows System Administration, including a good basic understanding of:

Azure Virtual Desktop
Registry
File Storage
User Accounts and Access Control
Event Logs and Auditing
Networking (TCP, IP)

Hands-on experience in or working knowledge of some or most of the following areas :

PowerShell/Kusto scripting
Cloud PC / W365 deployment and management
AVD deployment and tenant management
FSLogix profile management
RDS deployment and farm management
SysInternals Tools like Procdump, procmon, RAMmap and other tools
Utilizing other tools like ping, tracert, wireshark to troubleshoot issues
Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell, AppLocker
Traditional and Universal Print

Soft Skills requirements

Strong Verbal Communication Skills: Ability to clearly articulate technical concepts to both technical and non-technical audiences.
Negotiation Skills: Capable of negotiating with stakeholders to achieve the best outcomes for the organization and customers.
Problem-Solving Abilities: Demonstrated ability to analyse complex issues and develop effective solutions.
Customer Focus: Commitment to providing exceptional customer service and building strong customer relationships.
Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues.
Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
Leadership: Ability to lead by example, mentor junior team members, and drive continuous improvement initiatives.

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. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the .

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