Microsoft Technical Support Lead 

Australia, New South Wales, Sydney 

276101303

This role may require travel to customer site to meet with Senior executives and manage a crisis situation being onsite.

Minimum Requirements:

• 12+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience (Cloud, Windows and other technologies, solid domain knowledge)
• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
• 5+ years prior product, customer support and/or technical support experience.
• 5+ years of experience in project management and/or technical/IT consulting
• Level 300 Certification in one or more Microsoft technologies
• Fluent in English,bilingual skills in Japanese or Chinese or Korean will be a plus

Additional Requirements:

• Masters Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
• Depth of experience one or more industries: Financial Services, Insurance, Manufacturing, Healthcare, Retail or Government
• Level 300 certifications in non-Microsoft technologies

Other duties of the TSL include:

2. Managing action and communication plans: The TSL uses project management skills to identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders.

3. Conducting analysis/Post Incident Review: After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes, determine where normal escalation steps went wrong, and spot troublesome patterns of behaviour. The TSL then shares these findings with related internal teams who can help improve process and enhance operations in the future.

Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best in class reactive support outcomes. This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience. You will need to coach and enable account teams and customers, collaborate with Microsoft Engineering as required, and effectively manage customer escalations to resolution.