Senior Technical Support Engineer (Windows Directory Services)
Multiple Locations, Australia
Date posted: Mar 27, 2025
Job number: 1815466
Work site: Up to 50% work from home
Travel: 0-25 %
Role type: Technical Support
Employment type: Full-Time
Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. 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.
This role is flexible in that you can work up to 50% from home.
Qualifications
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 of Windows System Administration, Configuration and troubleshooting which includes experience in or working knowledge of some or most of these areas:
- Strong working knowledge of Windows Server operating systems platforms, DNS Zones and different types of DNS records, basic networking concepts like subnetting, VLAN etc.
- Troubleshooting general Active Directory issues like domain join, secure channel, domain controller promotion/demotion.
- Experience with best practices for Active Directory disaster recovery, object management, security models and trust creation.
- Group Policy Objects (GPOs), engineering, implementing and troubleshooting GPO issues.
- Kerberos and NTLM authentication.
- Lightweight Directory Access Protocol (LDAP).
- Knowledge of Sites, Subnets, KCC, Replication, Bridgehead servers, AD partitions, Global catalogs etc.
- Knowledge of Active Directory performance issues due to high load on LSASS.
- Working knowledge on FRS, DFSR replication.
- Working knowledge of Certificate/CA/PKI infrastructure.
- Experience with SSL-TLS.
- Troubleshooting experience with tools - procmon, netmon, perfmon.
Soft Skills requirements
- Strong Verbal Communication Skills: Ability to clearly articulate technical concepts to both technical and non-technical audiences.
- Negotiation Skills: Capable of negotiating with stakeholders to achieve the best outcomes for the organization and customers.
- Problem-Solving Abilities: Demonstrated ability to analyse complex issues and develop effective solutions.
- Customer Focus: Commitment to providing exceptional customer service and building strong customer relationships.
- Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues.
- Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
- Leadership: Ability to lead by example, mentor junior team members, and drive continuous improvement initiatives.
This position requires flexibility in working shifts based on the business needs. The working shift may vary depending on the operational demand, and it may include shift rotations.
Responsibilities
- Response and Resolution: You 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: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- 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 healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable local laws, regulations and ordinances.
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