Technical Support Engineer

Technical Support Engineer - Windows Commercial Devices and Deployment at Microsoft. CE&S (Customer Experience and Success) empowers customers to accelerate business value through differentiated experiences across Microsoft products and services. Within CE&S, the CSS (Customer Service & Support) organization delivers a seamless support experience powered by Microsoft AI technology.

This role is flexible in that you can work up to 50% from home. The position may require shift-based work depending on business needs.

• Response and Resolution: own, investigate, and solve complex customer technical issues, acting as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching, and mentoring of others.
• Professional growth: deepen technical and professional proficiency to resolve complex customer issues through training and readiness.
• Product/Process Improvement: engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving product improvements.

Required: The role requires the candidate to be an Australian Citizen located in Australia.

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+ years technical support, technical consulting experience, or information technology experience.

Windows System Administration and Configuration, including a good basic understanding of:

• Registry
• Windows Activation
• Windows Setup and Upgrade
• Windows Update
• Windows Security (TPM, BitLocker, MBAM, WDAC)

Experience in or working knowledge of some or most of these areas is desirable:

• Experience managing Windows Update for Business, including compliance and deferral policies. Proficiency in Windows Setup & Upgrade scenarios (in-place upgrades and clean installs). Familiarity with Windows Activation processes and troubleshooting. Knowledge of BitLocker encryption and TPM management. Familiarity with Windows Defender Application Control and Smart App Control. Familiarity with OS deployment tools and methodologies (e.g. MDT, SCCM, Autopilot).
• Understanding of compliance management and policy enforcement in enterprise environments.
• Hands-on experience with Microsoft Intune and Azure AD.
• Solid grasp of networking fundamentals relevant to Windows servicing and deployment.

This position requires flexibility in working shift based on business needs. Shifts may include various schedules, e.g., Monday to Friday 11:00 AM – 7:00 PM, or other rotations.

Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions and may involve passport verification where required by law.

Security Clearance Requirements: Ability to meet Microsoft, customer and/or government security screening requirements. This includes, but is not limited to, the Microsoft Cloud Background Check, which is required on hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment 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 local laws. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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