Technical Support Engineer

4 weeks ago


Sydney, New South Wales, Australia Microsoft Full time
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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues.
This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.This role is flexible in that you can work up to 100% 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 customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.QualificationsMinimum requirements:3+ 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 experienceRequired Technical SkillsStrong understanding of Microsoft 365 Compliance workloads, including: Sensitivity Labels (encryption, auto-labeling, content marking)Retention policies & records management e Discovery workflows: search, hold, review sets, export DLP configuration and policy troubleshooting (Exchange, Share Point, Teams, Endpoint)Email Archiving flow Proficiency in Power Shell (e.g., Get-Compliance Search, New-Case Hold Policy, Search-Unified Audit Log) Familiarity with reading message traces, audit logs, and telemetry Experience supporting or using Microsoft 365 Defender, Security & Compliance Center.Nice to HaveHands-on experience with: Graph API for compliance data access Information Barriers, Insider Risk policies, or Communication Compliance Exchange Online Protection (EOP) or Defender for Office 365 Microsoft certifications: SC-400: Microsoft Information Protection Administrator SC-200 / SC-300 or equivalent experienceThis 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 of Monday to Friday from 9:00 AM to 6:00 PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 7:00am to 4:00pm.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 /

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