Senior Technical Support Engineer Azure Networking

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization at Microsoft 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 Azure Networking, 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

• 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+ year(s) technical support, technical consulting experience, or information technology experience.

Preferred Skills

• Leadership - handle technically challenging and politically hot customer situations
• Strong communications skills - excellent spoken and written English communication skills
• Effective, polished interaction with customer to gather information
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and critical thinking
• Passion for technology and customer support
• Understanding of cloud vs. on premise computing

Technical Skills

• Strong knowledge and understanding of Networking basics: TCP/UDP concepts, common tools/commands (ping, tracert, nslookup, telnet) required for troubleshooting, IP addressing, subnetting, 3-way handshake, routing protocols, OSI model, routing, switching
• Experience with Infrastructure, Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2/Wireshark analysis
• Hands-on experience of Proxy and Firewall
• Knowledge of one of the following domains will be beneficial but not mandatory:
• Windows Azure Platform
• Knowledge of Windows Azure Platform services
• Azure Platform development and deployment concepts
• Familiarity with troubleshooting
• Operating System/Virtualization
• Familiarity with Active Directory, Security, OS Internals concepts
• Understanding of Virtualization concepts and virtual system administration
• Experience with Hyper-V configuration and administration
• Networking
• Familiarity with networking concepts including VIPs, NAT, DNS
• Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
• Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
• Understanding of the OSI model and related concepts

Note: May be required to be available on-call during weekends and/or public holidays on a rotational basis.

Australian citizenship OR a Permanent Resident is a mandatory requirement for all applicants.

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.

Key skills/competency

• Technical Support
• Azure Networking
• Troubleshooting
• Network Administration
• Cloud Computing
• Customer Success
• Problem Solving
• Collaboration
• TCP/IP
• Virtualization