Technical Support Engineer

Overview
Technical Support Engineer - Windows Commercial Devices and Deployment role at Microsoft. This position is part of the Customer Experience and Success (CE&S) organization, within the Customer Service & Support (CSS) team, focused on delivering high-quality support and enabling customer success through Microsoft technologies.
This role is flexible in that you can work up to 50% from home.
Responsibilities
Response and Resolution: 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: 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 enable resolution of 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.
Qualifications
Note:
The original description specifies the following requirements by policy, with
strong emphasis on local citizenship and security requirements
retained where applicable.
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, 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 including 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 the business needs. The working shift may vary depending on the operational demand, and it may include shift rotations. Examples: Monday to Friday 11:00 AM – 7:00 PM, Tuesday to Saturday 7:00 AM – 4:00 PM, or Sunday to Thursday 10:00 AM – 6:00 PM.
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.
Security Clearance Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These include specialized security screenings such as the Microsoft Cloud Background Check, which must be passed upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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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