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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Senior Technical Support Engineer

Australia, Sydney · Job Posted March 01, 2026
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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

  • 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, 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

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+ year(s) technical support, technical consulting experience, or information technology experience
  • Leadership - handle technically challenging and politically hot customer situations
  • Strong communications skills - excellent spoken and written English communication skills
  • Effective, polished interaction with customer to gather information
  • Demonstrable troubleshooting skills
  • Cross-team collaboration
  • Logical and critical thinking
  • Passion for technology and customer support
  • Understanding of cloud vs. on premise computing
  • Strong knowledge and understanding of Networking basics: TCP/UDP concepts, common tools/commands (ping, tracert, nslookup, telnet) required for troubleshooting, IP addressing, subnetting, 3-way handshake, routing protocols, OSI model, routing, switching
  • Experience with Infrastructure, Network Administration
  • Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
  • Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
  • Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2/Wireshark analysis
  • Hands-on experience of Proxy and Firewall
  • Australian citizenship is a mandatory requirement for all applicants
  • Ability to meet Microsoft, customer and / or government security screening requirements are required for this role
  • This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter

Nice to have

  • Knowledge of one of the following domains will be beneficial but not mandatory: Windows Azure Platform
  • Knowledge of Windows Azure Platform services
  • Azure Platform development and deployment concepts
  • Familiarity with troubleshooting
  • Operating System/Virtualization
  • Familiarity with Active Directory, Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Experience with Hyper-V configuration and administration
  • Networking
  • Familiarity with networking concepts including VIPs, NAT, DNS
  • Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
  • Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
  • Understanding of the OSI model and related concepts
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