Support Engineering

1 week ago

Sydney, New South Wales, Australia Microsoft Full time
Overview

With a massive crew of over 18,000 employees scattered across the globe, the Microsoft Customer Experience & Success (CE&S) team spearheads the strategy, design, and execution of Microsoft's complete customer journey. Join forces with CE&S and help shape a tomorrow where clients choose us not only for our top-notch products and services, but also for the unique and seamless customer experience we deliver.

Within CE&S, the Customer Service & Support (CSS) squad specializes in fostering trust and confidence with every individual and entity by providing a flawless support encounter. In CSS, we guide customers and partners in swiftly resolving their issues, proactively avoiding future mishaps, and showcasing novel methods to extract more value from their Microsoft investments.

Our clients are grappling with fresh, intricate challenges in securing and safeguarding their data while increasingly embracing hybrid and cloud solutions for the same. The newest addition to CSS - Security, Compliance, Identity, and Management (SCIM) - was established to reinforce our dedication to the company's overarching Security strategy and our ability to cater to these critical customer needs holistically.

Within the Customer Service & Support (CSS) domain, we seek individuals driven by the zeal to drive customer triumph. As a Technical Support Engineer, you will take charge, troubleshoot, and resolve intricate technical issues faced by customers. This opportunity presents a platform for you to propel your career growth by honing your knack for problem-solving, collaboration, and research, while enhancing your technical know-how.

This role offers flexibility, giving you the liberty to work remotely up to 100% of the time.

Qualifications

Seeking candidates with a minimum of 5 years of hands-on technical support, technical consulting, or IT experience, OR a Bachelor's Degree in Computer Science, Information Technology (IT), or a related field AND a minimum of 3 years of technical support, technical consulting, or IT experience.

Preferably, candidates should possess over 3 years of expertise in the following:

  • Microsoft Defender for Cloud Apps
  • CASB
  • Microsoft Defender for Identity
  • Advanced Threat Analytics
  • Active directory
  • Azure Advanced Threat Protection
  • Microsoft Cloud App Security
  • MCAS
  • Log collector
  • Data loss prevention

This role mandates adaptability in working shifts, tailored to suit business requirements. Shift timings may vary as per operational demands, encompassing rotations from Monday to Friday between 9:00AM to 6:00PM, or Tuesday to Saturday from 7:00AM to 4:00PM, or Sunday to Thursday from 7:00AM to 4:00PM.

Citizenship & Verification

This role necessitates verification of Australian citizenship owing to legal obligations tied to citizenship. Particularly, this position caters to customers from United States federal, state, and/or local Australian government agencies, subject to certain citizenship-based constraints where mandated or permitted by prevailing laws. Citizenship validation will be conducted using a valid passport.

Security Clearance Requirements: Candidates must meet the specified security screening prerequisites from Microsoft, customers, and/or government agencies for this role. These prerequisites involve, but are not limited to, specialized security screenings like:

  • Microsoft Cloud Background Check: Successful clearance of the Microsoft Cloud background check is a prerequisite upon onboarding/transfer, and subsequently every two years.
Responsibilities

Response and Resolution

Shoulder the responsibility of tackling and resolving intricate technical customer issues, mentoring the customer, fostering cross-team collaboration, and leveraging troubleshooting tools and methodologies.

Readiness

Pioneer in creating communities with peers in similar delivery roles, disseminate knowledge through readiness programs, and offer technical coaching and mentorship.

Advance your technical and professional acumen to effectively tackle complex customer issues through ongoing training and readiness initiatives.

Product/Process Improvement

Engage with Microsoft Engineering/Supportability units to probe potential product glitches, aid in developing automation techniques, and diagnostic tools to steer enhancements to Microsoft products.

The benefits/perks described below may vary based on your employment nature at Microsoft and your work location:

  • Top-tier healthcare benefits
  • Access to educational resources
  • Discounts on an array of products and services
  • Investment and savings opportunities
  • Maternity and paternity leave benefits
  • Generous leave options
  • Participation in charitable giving programs
  • Platform for networking and fostering connections

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