Technical Support Engineer - Azure / Identity and Access Management
Job Description
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.
Locations
- Sydney, New South Wales, Australia, Sydney, New South Wales, Australia
Salary
Salary not disclosed
Required Qualifications
- 5+ years in designing, implementing and supporting solutions in a complex enterprise environment. (degree)
- 5+ years technical background, enterprise experience, and knowledge in one or more of the technologies below: (degree)
- Identity Synchronization Technologies (degree)
- Authentication and Authorization Management (degree)
- Enterprise level protocols (Kerberos, PKI, Oauth, SAML, WS-Fed, etc) (degree)
- Identity Management (degree)
- Federation (degree)
- Security Management (degree)
- B2B, B2C (degree)
- Role based access control, Permissions management (degree)
- MFA (degree)
- 5+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education in technologies below: (degree)
- Azure Active Directory (degree)
- Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc) (degree)
- Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc) (degree)
- Identity and Access Management (degree)
- Office 365 Identity Management (degree)
- Cloud Domain Management (degree)
- Cloud User Management and configuration (degree)
- Bachelors (degree)
Preferred Qualifications
- 5+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education in technologies below: (degree)
- Azure Active Directory (degree)
- Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc) (degree)
- Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc) (degree)
- Identity and Access Management (degree)
- Office 365 Identity Management (degree)
- Cloud Domain Management (degree)
- Cloud User Management and configuration (degree)
Responsibilities
- Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
- Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
- Act internally as a customer advocate.
- Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
- Advise customers on how to gain additional value from their Microsoft products.
- Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
- Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
Travel Requirements
3 days / week in-office
