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. 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. **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. **Qualifications** Required The role requires the candidate to be an **Australian Citizen** located in Australia. 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 Windows System Administration, Configuration, including a good basic understanding of: • Registry • File Storage • User Accounts and Access Control • Event Logs and Auditing • Performance, Resource Monitor • Networking (TCP, IP) • Windows Internals Experience in or working knowledge of some or most of these areas is desirable - + Troubleshooting general Active Directory issues like domain join, secure channel, domain controller promotion/demotion. + Kerberos and NTLM authentication + Lightweight Directory Access Protocol (LDAP) + Group Policy Objects (GPOs), engineering, implementing and troubleshooting GPO issues. + Remote File Systems (SMB) + Expertise on Active Directory replication - Knowledge of Sites, Subnets, KCC, Replication, Bridgehead servers, AD partitions, Global catalogs etc. + Experience with best practices for Active Directory disaster recovery, object management, security models and trust creation + Strong working knowledge of Windows Server operating systems platforms, DNS Zones and different type of DNS records, basic networking concepts like subnetting, vlan etc. + Basic knowledge of Active Directory performance issues due to high load on LSASS. + Experience with SSL-TLS + Working knowledge on FRS,DFSR replication. + Working knowledge of Certificate/CA/PKI infrastructure. + Troubleshooting experience with tools - procmon, netmon, perfmon Other Professional Skills desirable - • Effective Time Management and Prioritization skills • Negotiation Skills • Growth Mindset • Active listening • Strong team player • Self-Motivated • Self-learner Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .