Technical Support Engineer

4 weeks ago

Sydney, Australia Microsoft Full time

Overview

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.


In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing 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.

Qualifications

Technical Expertise (Required in one or more of each area)
• Knowledge of DevOps Systems: Azure DevOps Services, Azure DevOps Server (formerly Team Foundation Server), GitHub Enterprise.
• Deep understanding of application lifecycle and agile development principals including but not limited to:
o Boards – work items, backlogs, sprints and queries
o Repos – commits, pushes, pulls, and branches
o Pipelines – builds, releases and deployment groups
o Test – Unit and Load tests, CodedUI, Web Test, parameters, configurations and runs
o Artifacts – Maven, npm, NuGet
• Web application development experience on three or more of the following: Linux, Windows IIS, Docker, Kubernetes, DevOps, or Git
• Knowledge of HTML, JavaScript, and CSS
• Knowledge of HTTP, FTP, TCP/IP, DNS, DHCP, SSL
• Knowledge and experiences of Cloud Technologies (Azure/AWS)
• Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
• Strong knowledge of OOP concepts and experience with C#, JAVA, HTML5, .NET Framework and .NET Core development platform
• Developer Tools such as Visual Studio and Visual Studio for Mac.

Experience with:
• Two or more years in software development, consulting or support with a strong emphasis on Microsoft Client, Server and Development products and technologies.
• Nice to have previous experience with troubleshooting tools (, Process Explorer, Fiddler, Network Monitor, WireShark, etc.) and debugging experience.
• Familiar with SQL Server development and design.

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

Response and Resolution
• You own, investigate and solve complex customer technical issues and act as a 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 healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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