Senior Technical Support Engineer - Windows Directory Services
Microsoft
Senior Technical Support Engineer - Windows Directory Services
Sydney, New South Wales, Australia
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
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.
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
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 of Windows System Administration, Configuration and troubleshooting which includes experience in or working knowledge of some or most of these areas -
- Strong working knowledge of Windows Server operating systems platforms, DNS Zones and different type of DNS records, basic networking concepts like subnetting, VLAN etc.
- Troubleshooting general Active Directory issues like domain join, secure channel, domain controller promotion/demotion
- Experience with best practices for Active Directory disaster recovery, object management, security models and trust creation
- Group Policy Objects (GPOs), engineering, implementing and troubleshooting GPO issues.
- Kerberos and NTLM authentication
- Lightweight Directory Access Protocol (LDAP)
- Knowledge of Sites, Subnets, KCC, Replication, Bridgehead servers, AD partitions, Global catalogs etc.
- Knowledge of Active Directory performance issues due to high load on LSASS
- Working knowledge on FRS,DFSR replication
- Working knowledge of Certificate/CA/PKI infrastructure.
- Experience with SSL-TLS
- Troubleshooting experience with tools - procmon, netmon, perfmon
Soft Skills requirements
- Strong Verbal Communication Skills: Ability to clearly articulate technical concepts to both technical and non-technical audiences.
- Negotiation Skills: Capable of negotiating with stakeholders to achieve the best outcomes for the organization and customers.
- Problem-Solving Abilities: Demonstrated ability to analyse complex issues and develop effective solutions.
- Customer Focus: Commitment to providing exceptional customer service and building strong customer relationships.
- Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues.
- Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
- Leadership: Ability to lead by example, mentor junior team members, and drive continuous improvement initiatives.
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. For e.g. - Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.
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 an 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.