Technical Support Engineer - Windows User Experience
Join to apply for the Technical Support Engineer - Windows User Experience role at Microsoft
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.
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.
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.
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.
* 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.
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 in Azure Cloud administration OR Windows System Administration, including a good basic understanding of:
* Azure Virtual Desktop
* Registry
* File Storage
* User Accounts and Access Control
* Event Logs and Auditing
* Networking (TCP, IP)
Hands-on experience in or working knowledge of some or most of the following areas:
* PowerShell/Kusto scripting
* Cloud PC / W365 deployment and management
* AVD deployment and tenant management
* FSLogix profile management
* RDS deployment and farm management
* SysInternals Tools like Procdump, procmon, RAMmap and other tools
* Utilizing other tools like ping, tracert, wireshark to troubleshoot issues
* Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell, AppLocker
* Traditional and Universal Print
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 shift based on the business needs. The working shift may vary depending on the operational demand, and it may include shift rotations.
Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions.
Security Clearance Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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.
#J-18808-Ljbffr