Technical Support Engineer

OverviewTechnical Support Engineer - Skype for Business & Microsoft Teams at Microsoft.
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Within the Customer Experience and Success (CE&S) organization, CE&S is responsible for all support services across Microsoft's portfolio of solutions and products.
The role focuses on frontline engineering readiness, delivery excellence, and SME-level technical expertise to drive superior customer outcomes.
This opportunity enables career growth as a recognized technical SME.
The role is flexible up to 50% from home.Microsoft's mission is to empower every person and every organization on the planet to achieve more, with values of respect, integrity, and accountability to foster an inclusive culture.ResponsibilitiesTeam Readiness & Development: ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.Case Management (Delivery Excellence): 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 across teams and lines of business.Supportability Activities: contribute to customer self-help and volume deflection initiatives by providing input on top pain areas and producing troubleshooting guides/readiness content.Process Improvement: collaborate with stakeholder teams to provide product and process improvement feedback.Qualifications4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experienceOR 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 experienceOR equivalent experienceStrong network and/or VoIP experience with technologies including routing & switching protocols; TCP, DNS, QoS, SIP; VLANs and WAN protocols and technologies; Windows Server, Active Directory; 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, and Azure AD Connect.
Prior experience deploying, administering and/or supporting Enterprise Unified Communications solutions.
Ability to analyze data captures and trace logs to resolve customer issues in production environments (authentication, network connectivity, messaging, SIP or VoIP, Unified Communications).
Experience troubleshooting Skype for Business Online, Microsoft Teams, and hybrid environments (Lync Server 2013, Skype for Business Server 2015-2019).
Experience with network capture/analysis tools (NetMon, Wireshark, HTTPS decryption tools).
Knowledge of development languages or SharePoint is a plus.Soft SkillsFast learner and willingness to learn new technologiesCross-team collaboration and teamworkCustomer handling experienceStrong communication skills — fluent in oral and written EnglishEffective, polished interactions with customers to gather informationDemonstrable troubleshooting skillsLogical and critical thinkingPassion for technology and customer supportNote: This position requires flexibility in working shifts based on business needs, with potential hours in the New Zealand time zone.
Shift rotations may occur.Citizenship & verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions where applicable.
The role may require 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, sexual orientation, or any other characteristic protected by local laws.
Reasonable accommodations are available during the application process upon request.
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