Responsibilities
* Response and Resolution: Own, investigate, and resolve complex customer technical issues. Act as an advisor to customers, collaborating within and across teams, and utilizing troubleshooting tools and practices.
* Readiness: Lead in building communities with peer delivery roles. Share knowledge through readiness programs, technical coaching, and mentoring.
* Technical Proficiency: Deepen technical and professional skills to resolve complex customer issues through ongoing training and readiness.
* Product/Process Improvement: Engage with Microsoft Engineering/Supportability teams to investigate potential product defects. Develop automation techniques and diagnostic tools to enhance Microsoft products.
* Additional Initiatives: Contribute to projects on deflection, customer experience improvement, self-help, knowledge management, AI, and automation, with a focus on security.
Qualifications
Required Qualifications:
* Bachelor's degree in Computer Science, Information Technology (IT), or related field, AND 3+ years of technical support, consulting, or IT experience, OR
* 5+ years of relevant experience, OR
* Equivalent experience.
Technical Skills:
* Intune Product Knowledge (L300+), with SME level expertise in at least two areas.
* Knowledge of tools such as Assist 365, ASC, Kusto, Jarvis logs.
* Understanding of Intune concepts, Microsoft's EMS offerings, Azure Active Directory, and Microsoft Azure Information Protection.
* Knowledge of cloud computing, endpoint management, and Azure architecture.
* Familiarity with Windows, Android, Mac, iOS, Linux OS.
* Knowledge of Azure PaaS and IaaS, and basic Azure development/deployment concepts.
* Strong communication skills in English, with the ability to explain complex technical issues clearly.
* Ability to collaborate with product teams and prioritize responsibilities.
* Logical thinking, critical analysis, and handling ambiguity.
* Leadership skills for managing challenging customer situations.
* Basic project management skills.
Preferred Qualifications:
* Basic debugging concepts.
* Experience with OSS technologies (LAMP, Node.js, Java).
* Knowledge of OS internals, Hyper-V, SSH, LDAP, SMB/NFS.
* Understanding of networking concepts, web protocols, and methods.
Note: Microsoft does not provide visa or relocation assistance. Applicants must be authorized to work in Australia. Security screening and background checks are required. Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities.
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