Technology Solutions Expert

17 hours ago

Perth, Western Australia beBeeTechnical Full time $75,000 - $95,000
Technical Support Specialist

This role is a key component of our Customer Service & Support organization, focused on delivering exceptional support experiences to customers. Leveraging Microsoft's AI technology, the team helps consumers, businesses, partners, and more resolve their issues efficiently and securely.

Main Responsibilities:
  • Response and Resolution: Assume ownership of complex customer technical issues, acting as an advisor to the customer, collaborating within and across teams, and utilizing 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.
  • Product/Process Improvement: Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Qualifications and Skills:
  • A minimum of 5+ years of technical support, technical consulting experience, or information technology experience, or a bachelor's degree in computer science, Information Technology (IT), or a related field, and 3+ years of 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, and Networking (TCP, IP).
  • Hands-on experience in or working knowledge of some or most of the following 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.
Key Soft Skills:
  • Strong 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.

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