Technical Support Engineer - Windows Commercial

Overview

With over 18,000 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

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
• File Storage
• User Accounts and Access Control
• Event Logs and Auditing
• Performance, Resource Monitor
• Networking (TCP, IP)

• Windows Internals
 

Experience in or working knowledge of some or most of these areas is desirable - 

• Troubleshooting general Active Directory issues like domain join, secure channel, domain controller promotion/demotion.
• Kerberos and NTLM authentication
• Lightweight Directory Access Protocol (LDAP)
• Group Policy Objects (GPOs), engineering, implementing and troubleshooting GPO issues.
• Remote File Systems (SMB)
• Expertise on Active Directory replication - Knowledge of Sites, Subnets, KCC, Replication, Bridgehead servers, AD partitions, Global catalogs etc.
• Experience with best practices for Active Directory disaster recovery, object management, security models and trust creation
• Strong working knowledge of Windows Server operating systems platforms, DNS Zones and different type of DNS records, basic networking concepts like subnetting, vlan etc.
• Basic knowledge of Active Directory performance issues due to high load on LSASS.
• Experience with SSL-TLS
• Working knowledge on FRS,DFSR replication.
• Working knowledge of Certificate/CA/PKI infrastructure.
• Troubleshooting experience with tools - procmon, netmon, perfmon

Other Professional Skills desirable - 

• Effective Time Management and Prioritization skills

• Negotiation Skills

• Growth Mindset

• Active listening

• Strong team player

• Self-Motivated

• Self-learner

Responsibilities

• You own, investigate and solve complex customer technical issues and act as a trusted advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

• You participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues

• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

• You create knowledge base content dedicated towards operational efficiency while also empowering and enabling the greater support community. You share best practices with team members to enhance the quality and efficiency of customer support.
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements