Technical Support Engineer

Technical Support Engineer - Windows User Experience at Microsoft. This role sits within the Customer Experience and Success (CE&S) organization, specifically in the Customer Service & Support (CSS) team. CSS delivers a seamless support experience leveraging Microsoft's AI technology to help customers resolve issues quickly and securely, prevent future problems, and maximize their Microsoft investments.

This role is flexible in that you can work up to 50% from home. Microsoft's mission is to empower every person and every organization to achieve more, with a culture built on respect, integrity, and accountability.

• 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.

5+ years technical support, technical consulting experience, or information technology experience OR a bachelor's degree in computer science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience in Azure Cloud administration OR Windows System Administration, including a good basic understanding of:

• Azure Virtual Desktop
• Registry
• File Storage
• User Accounts and Access Control
• Event Logs and Auditing
• Networking (TCP, IP)

Hands-on experience in or working knowledge of these areas:

• PowerShell/Kusto scripting
• Cloud PC / W365 deployment and management
• AVD deployment and tenant management
• FSLogix profile management
• RDS deployment and farm management
• SysInternals Tools like Procdump, procmon, RAMmap and other tools
• Utilizing other tools like ping, tracert, wireshark to troubleshoot issues
• Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell, AppLocker
• Traditional and Universal Print

• 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 analyze 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 may require shift work based on business needs, including potential rotations, e.g., Monday–Friday 11:00 AM–7:00 PM, Tuesday–Saturday 7:00 AM–4:00 PM, or Sunday–Thursday 10:00 AM–6:00 PM.

Citizenship & Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Citizenship will be verified via a valid passport where required by law.

Security Clearance: 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. All qualified applicants will receive consideration without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable law. If you need assistance and/or a reasonable accommodation during the application process, learn more about requesting accommodations.

• Not Applicable

• Full-time

• Information Technology
• Industries: Software Development

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