Responsibilities (Text Only)
1. Response and Resolution: You own, investigate, and solve complex customer technical issues. Act as an advisor to the customer, collaborating within and across teams, and leveraging troubleshooting tools and practices.
2. Readiness: Lead in building communities with peer delivery roles. Share knowledge through readiness programs, technical coaching, and mentoring of others.
3. Technical and Professional Development: Deepen your technical and professional skills to resolve complex customer issues through training and readiness activities.
4. Product/Process Improvement: Engage with Microsoft Engineering/Supportability teams to investigate potential product defects. Assist in developing automation techniques and diagnostic tools to drive product improvements.
Qualifications (Text Only)
Required: 5+ years of technical support, consulting, or IT experience OR a Bachelor's Degree in Computer Science, IT, or a related field, plus 3+ years of relevant experience. May require on-call availability during weekends or holidays on a rotational basis.
Preferred Skills:
* Leadership in handling challenging customer situations
* Strong communication skills in English, both spoken and written
* Effective interaction with customers to gather information
* Proven troubleshooting skills
* Cross-team collaboration
* Logical and critical thinking
* Passion for technology and customer support
* Understanding of cloud and on-premise computing
Technical Skills:
* Networking basics: TCP/UDP, troubleshooting tools, IP addressing, subnetting, OSI model, routing protocols
* Infrastructure and Network Administration experience
* Experience troubleshooting large networks and familiarity with packet sniffers like Wireshark
* Knowledge of Windows and/or Linux OS, virtualization, VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP
* Hands-on with proxies and firewalls
* Optional beneficial knowledge: Windows Azure, cloud services, load balancing, geo-redundancy, CDN, VPN technologies
* Understanding of Active Directory, security, OS internals, virtualization, Hyper-V, networking concepts
Legal and Security Requirements
This role requires Australian citizenship verification via passport and the ability to pass Microsoft and customer security screenings, including the Microsoft Cloud Background Check.
Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities upon request.
#J-18808-Ljbffr