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Technical Support Engineer
2 weeks ago
Sydney, New South Wales, Australia
- 1 more location
Date posted
Sep 06, 2025
Job number
1871690
Work site
Up to 50% work from home
Travel
0-25%
Role type
Individual Contributor
Profession
Technical Support
Discipline
Technical Support Advisory
Employment type
Full-Time
OverviewWith 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.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
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.
QualificationsRequired Qualifications:
- 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
o 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
o OR equivalent experience
Strong network and/or VoIP experience with underlying technologies such as
- Routing & Switching Protocols,
- TCP/, 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
- Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools
- Prior knowledge of .Net Development/C++ Development/Java Development/SharePoint
Soft skills:
- Fast learner and willing to learn new technologies.
- Cross-team collaborations & team work.
- Customer handling experience.
Strong communication skills - Fluent oral & 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 shift based on the business needs. This role is targeted at greater supporting our customers in the New Zealand time zone (7am - 3.30pm AU), and the working shift may vary depending on the operational demand.
This may include shift rotations. For e.g. - Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.
Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Responsibilities- Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
- Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
- Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
- Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
- Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.
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.
