Join Microsoft Customer Experience & Success (CE&S) organization as a Technical Support Engineer and play a pivotal role in delivering exceptional support experiences for our customers. In this role, you will troubleshoot and resolve complex technical issues related to Windows performance, contributing to the development and improvement of Microsoft's products and support services.

Responsibilities

• Own, investigate, and resolve complex technical issues related to Windows performance.
• Act as an advisor to customers, collaborating within and across teams, and utilizing troubleshooting tools and practices.
• Participate in a follow-the-sun support model, ensuring seamless hand-offs to the next geography based on the severity and urgency of issues.
• Readiness:
• Lead initiatives to build knowledge communities with peer delivery roles and provide technical coaching and mentoring.
• Continuously deepen technical and professional proficiency to effectively resolve complex customer issues through training and readiness programs.
• Create and contribute to knowledge base content to enhance operational efficiency and empower the support community.
• Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and develop automation techniques and diagnostic tools.

Qualifications

• 5+ years of technical support, technical consulting, or IT experience OR a bachelor’s degree in Computer Science, Information Technology, or a related field with 3+ years of relevant experience.
• Proficient in Windows System Administration, including areas such as:
• Remote Desktop Services configuration and troubleshooting
• Azure Virtual Desktop management and troubleshooting
• Printing configuration and management
• Server management tools
• Windows Shell configuration and management
• PowerShell scripting
• Performance troubleshooting using PerfMon and SysInternals Tools (e.g., Procdump, Procmon, RAMmap)
• System Reliability issues (crash, hangs, bugcheck)
• Windows debugging tools (e.g., Windbg)

Skills

• Strong interpersonal skills with the ability to work effectively as part of a local and global team.
• Excellent multitasking abilities and capacity to manage competing priorities in a fast-paced environment.
• Ability to work under pressure while maintaining a high-quality customer experience.

On-call and Shift Work.Flexibility to work shifts based on business needs, which may include varying schedules (e.g., Monday to Friday 11:00AM to 7:00PM or other shifts).
Citizenship & Security Clearance

• Australian citizenship is required due to legal restrictions associated with supporting government customers.
• Ability to pass Microsoft Cloud background check and other security screenings.

About Microsoft

Microsoft is dedicated to empowering every person and organization to achieve more. Our mission is driven by a commitment to respect, integrity, and accountability, fostering a culture of inclusion and growth. As part of our Customer Service & Support (CSS) team, you will be at the forefront of ensuring our customers receive exceptional support and are able to fully leverage their Microsoft investments.

Equal Opportunity Employer

Microsoft is an equal opportunity employer and considers all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, or other protected characteristics. We are committed to creating a diverse and inclusive workplace and providing reasonable accommodations for individuals with disabilities during the application process.