Technical Support Engineer- Intune

Technical Support Engineer - Intune at Microsoft. This role is within the Customer Experience and Success (CE&S) organization, focused on empowering customers to accelerate business value through differentiated experiences across Microsoft's products and services. The CSS (Customer Service & Support) team delivers a seamless support experience powered by Microsoft's AI technology to help customers resolve issues quickly and securely.

This role is flexible in that you can work up to 50% from home. Location: Sydney, Australia. Salary data may be provided per market norms.

• 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.
• Technical Proficiency: 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.

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 2+ years experience working in a customer-facing role (internal and/or external).
• 2+ years experience working on technical projects.

• Knowledge of Microsoft Intune, Microsoft Entra ID, and Cloud products like Azure, Office 365.
• Ability to troubleshoot and resolve common Intune issues such as Windows, iOS & Android enrollment, policy deployment, app management, device compliance, and reporting.
• Experience in Windows Autopilot and advanced troubleshooting skills.
• LOB Application deployment, Win32 Packaging via Intune and advanced troubleshooting skills.
• Experience in Windows updates implementation and troubleshooting.
• Operating Systems Concepts – Active Directory, Security, OS Internals.
• Experience with Windows 10, 11, iOS, Android, and macOS devices and operating systems, enrollment as well as their configuration and management options.
• Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron).
• Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
• Knowledge of System Center Configuration Manager or system management.
• Proficiency in using remote support tools, such as Microsoft Teams, Quick Assist, to assist customers and provide guidance and demonstrations.

• Australian Citizenship is preferred; role based in Sydney.
• Language skills: Korean, Japanese or Chinese/Mandarin preferred.
• Ability to meet Microsoft, customer and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by applicable local laws and regulations. If you need an accommodation during the application process, learn more about requesting accommodations.

Seniority level: Not Applicable

Employment type: Full-time

Job function: Information Technology

Industries: Software Development