Senior Technical Support Engineer Job at Microsoft Corporation (Sydney)

Job Description

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.

Job Responsibility

You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices
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
You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements

Requirements

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 of Windows System Administration, Configuration and troubleshooting, Hybrid technologies which include deep experience in or working knowledge of most or all of these areas - Registry/File Storage/Event Logs and Auditing/File Association
PowerShell/CMD line driven utilities
Understand/Troubleshoot core OS architecture like CPU/Disk/Memory/Page File
Virtualization and Hyper-V technologies
Store for Business APPX installation
Windows File Explorer/Desktop Search
Troubleshooting Application Performance
Troubleshooting System Reliability issues (crash, hangs, bugcheck, unexpected reboot)
Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell
Utilizing tools like Sysinternals, Fiddler, NetMon, NetStat, Tracert, SDDC
Troubleshooting experience with tools - procmon, netmon, perfmon
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 verification of Australian citizenship due to citizenship-based legal restrictions
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
This position requires flexibility in working shift based on the business needs

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Senior Technical Support Engineer

Job Description

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