Overview

With 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.

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

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.

Responsibilities

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting

OR equivalent experience

3+ years experience working in a customer-facing role (e.g., internal and/or external).
3+ years experience working on technical projects.

Core Skills Intune Include :

Knowledge of Microsoft Intune, Microsoft Entra ID, and Cloud products like Azure, Office 365.
Ability to troubleshoot and resolve common Intune issues such as Windows , iOS & Android enrollment, policy deployment, app management, device compliance, and reporting.
Experience in Windows Autopilot and advanced troubleshooting skills.
LOB Application deployment, Win32 Packaging via Intune and advanced troubleshooting skills.
Experience in Windows updates implementation and troubleshooting
Operating Systems Concepts – Active Directory, Security, OS Internals
Experience with Windows 10,11, iOS, Android, and MacOS devices and operating systems, enrollment as well as their configuration and management options.
Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron)
Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
Knowledge of System Center Configuration manager or system management
Proficiency in using remote support tools, such as Microsoft Teams, quick assist, to assist customers and provide guidance and demonstrations

Pease be advised that eligibility for this role requires Australian citizenship.

Language skills: Korean, Japanese or Chinese/Mandarin preferred

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Technical Support Engineer - Intune