Support Escalation Engineer at Microsoft

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

08 Apr, 26

Salary

0.0

Posted On

08 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, SQL, Communication, Power BI, Azure, Office 365, Windows Administration, Network Troubleshooting, Data Modelling, Cloud Architecture, DNS, HTTP, MDX, DAX, Reporting Services

Industry

Software Development

Description

Overview 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. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. 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. In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. 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. 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, 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 R • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience o OR 3+ years of technical support, technical consulting experience, or information technology experience. o OR equivalent experience English Language: confident in reading, writing, and speaking. Additional languages are a plus. • Demonstrated the ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector. Thriving in a fast-paced, high-volume environment. You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks. • Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease. • Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial. • Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services • Underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP • Basic network troubleshooting skills. • Team-wide shift rotations to cover business [TB1.1]needs, including “on-call” responsibilities and weekend work. • Bachelor''s Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience. • Support experience delivering IT Application support or services. • Some understanding or awareness of Office 365/ Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework would be helpful. • Excel skills with Power Query and Data Modelling would be beneficial. • Experience gained or conceptual knowledge of Microsoft Azure/ AWS Cloud architecture or any Cloud SaaS experience. • Understanding of DNS (Domain Name System) principles and protocols. • A solid grasp of HTTP (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.) Note: This job required weekend shift and outside office hours on-call rotation coverage. To be eligible for this role, applicants must be Australian citizens or permanent residents who are legally entitled to work in Australia without any restrictions. 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. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

You will own, investigate, and solve complex customer technical issues while collaborating with various teams. Additionally, you will engage with engineering teams to improve products and develop diagnostic tools.