Technical Support Engineer

Overview

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 Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

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 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.

Applicants should note that this position requires flexibility in working shift based on business needs, and the shift may vary depending on operational demand. This role supports New Zealand time zone (7:00 AM – 3:30 PM AU) and may include shift rotations.

Qualifications

Required Qualifications:

- 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
- OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
- 3+ years of prior product, customer support and/or technical support experience
- OR equivalent experience

Strong network and/or VoIP experience with underlying technologies including:

- Routing & Switching Protocols
- TCP/IP, DNS, QoS, SIP
- VLANs, and WAN protocols and technologies
- Experience working with Windows Server, Active Directory
- Knowledge of Office 365 technologies – particularly Authentication and Microsoft Teams
- Strong logical thinking
- Product support experience or related work experience
- Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
- Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions
- Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications
- Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server 2015-2019
- Experience working with network capture/analysis tools: Netmon, WireShark, HTTPS decryption tools
- Prior knowledge of .Net Development/C++ Development/Java Development/SharePoint

Additional qualifications:

- Fast learner and willing to learn new technologies
- Cross-team collaboration & teamwork
- Customer handling experience
- Strong communication skills - Fluent spoken and written English
- Effective, polished interactions with customers to gather information
- Demonstrable troubleshooting skills
- Logical and critical thinking
- Passion for technology and customer support

This position requires flexibility in working shifts based on business needs. The role is targeted at supporting customers in the New Zealand time zone and shift timings may vary by demand.

Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. To meet legal requirements, citizenship will be verified via a valid passport.

Ability to meet Microsoft, customer and/or government security screening requirements is required, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Responsibilities

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

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

- Industry leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect

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 applicable local laws, regulations and ordinances. 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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