Responsibilities (Text Only) Response and Resolution: You own, investigate, and solve complex customer technical issues, acting as an advisor to the customer. Collaborate within and across teams, leveraging troubleshooting tools and practices. Readiness: Lead in building communities with peer delivery roles. Share knowledge through readiness programs, technical coaching, and mentoring of others. Technical Proficiency: Deepen your 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. Help develop automation techniques and diagnostic tools to drive product improvements. Qualifications (Text Only) 5+ years of technical support, technical consulting, or IT experience OR a Bachelor's Degree in Computer Science, IT, or a related field. At least 3+ years of experience in Windows System Administration, Configuration, troubleshooting, and Hybrid technologies, including: Networking (TCP, IP) Remote File Systems (SMB) DNS deployment and management Windows Security technologies such as IPSec, Defender firewall Network Virtualization (Hyper-V, SDN) PowerShell scripting PKI deployment and management Kerberos and delegation Network tracing and analysis Tools like Sysinternals, Fiddler, NetMon, NetStat, Tracert, SDDC Troubleshooting tools such as procmon, netmon, perfmon Soft Skills: Strong verbal communication skills to articulate technical concepts to diverse audiences. Negotiation skills for stakeholder engagement. Problem-solving abilities for complex issue analysis and resolution. Customer focus and relationship building. Team collaboration and knowledge sharing. Flexibility and adaptability to changing priorities. Leadership qualities, including mentoring and driving improvements. This role requires flexibility in working shifts based on business needs, including possible shift rotations such as: Monday to Friday from 11:00 AM to 7:00 PM Tuesday to Saturday from 7:00 AM to 4:00 PM Sunday to Thursday from 10:00 AM to 6:00 PM Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, veteran status, race, religion, sex (including pregnancy), sexual orientation, or other protected characteristics. We also consider qualified applicants regardless of criminal history, in accordance with legal requirements. For accommodations during the application process, please send a request via the Accommodation request form. Benefits and perks may vary depending on employment nature and country of work.