Support Engineer - Sydney, Australia - Microsoft

Microsoft Sydney, Australia

1 week ago

Full time

Description

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

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. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications

Required 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

3+ years experience in below areas will be preferred:

Strong Cyber Security Knowledge: Understanding of cyber security concepts, threats, vulnerabilities, and industry best practices.

Azure Defender for Cloud and Azure Sentinel Proficiency: Hands-on experience with Azure Defender for Cloud and Azure Sentinel. Ability to leverage these tools for threat detection, monitoring, and response.

Security Support Experience specifically in Azure Defender for Cloud, Azure Policy, Azure Sentinel, Sentinel Analytic rules, and Threat Hunting KQL queries is preferred.

Certifications: Holding relevant Security domain certifications is beneficial.

Technical Support/Consulting Experience: Experience in providing technical support or consulting, preferably in the field of cyber security.

Operating Systems Knowledge: Strong knowledge of operating systems, particularly Windows and Linux.

Security Tools and Compliance: Experience with various security tools and understanding of compliance requirements.

Experience in Network Security Engineering or consulting, and, or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics.

Customer facing support experience

Experience on Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration

Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments

Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Experience in one or more of these areas desirable

• Experience with Linux or Mac administration

• Scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level).

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 of Monday to Friday from 9:00AM to 6:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 7:00am to 4:00pm.

Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

Security Clearance Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Responsibilities

Response and Resolution

• You own, investigate and solve complex customer technical issues and act as a 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

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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