Senior Microsoft Support Engineer (AI, Security & Cloud)

Position Description

As an AI Security and Cloud Support Engineer you will provide customer-facing technical support and help desk services across Microsoft 365 cloud security and AI-enabled solutions. The role is focused on responding to customer requests troubleshooting issues managing support tickets providing clear communication and ensuring customers receive timely professional and practical assistance.

Key Responsibilities

• Act as a first point of contact for customer support requests across Microsoft 365 cloud security and AI-enabled services.
• Log triage prioritise and manage support tickets in accordance with internal help desk processes and customer requirements.
• Troubleshoot customer incidents and service requests including user access email collaboration endpoint cloud and security-related issues.
• Provide clear and timely updates to customers on ticket progress actions taken expected timeframes and next steps.
• Resolve common technical issues within agreed support boundaries and escalate complex matters to senior engineers or relevant teams when required.
• Support customer onboarding user administration password resets licence changes mailbox and access requests and other routine service desk tasks.
• Monitor support queues alerts and assigned tasks to ensure customer issues are actioned promptly and not left unattended.
• Use approved AI tools and automation responsibly to assist with troubleshooting ticket notes knowledge articles and support efficiency.
• Document customer issues troubleshooting steps resolutions and follow-up actions accurately in the support system.
• Follow security privacy and customer data handling procedures when accessing systems resetting accounts or making support changes.
• Contribute to knowledge base articles standard support responses and internal process improvements to improve help desk quality.
• Maintain a professional patient and customer-focused approach when supporting users with technical issues.

Key Accountabilities

• Deliver responsive and professional customer support across assigned help desk channels.
• Ensure support tickets are recorded prioritised updated and resolved or escalated within expected timeframes.
• Provide accurate troubleshooting practical guidance and clear communication to customers and internal stakeholders.
• Maintain accurate ticket notes customer updates support documentation and knowledge base content.
• Escalate issues appropriately with sufficient detail urgency and context to support timely resolution.
• Handle customer systems and data carefully following security privacy and access control procedures.
• Use AI automation and support tools in a safe approved and customer-appropriate manner.
• Contribute to a positive support experience by being reliable clear organised and customer-focused.

Skills and Experience

• Hands-on experience supporting Microsoft 365 services including Exchange Online Microsoft Teams SharePoint and OneDrive.
• Working knowledge of Microsoft Entra ID including user and group administration multi-factor authentication and conditional access.
• Basic Azure administration skills including familiarity with subscriptions resource groups virtual machines storage and networking concepts.
• Experience supporting Windows devices endpoint management and Microsoft Intune.
• Understanding of Microsoft security tools such as Microsoft Defender Microsoft Purview Microsoft Sentinel or Defender for Cloud.
• Ability to investigate common security issues including phishing alerts suspicious sign-ins account compromise indicators and access-related risks.
• Strong understanding of identity security least-privilege access role-based access control and secure account handling.
• Ability to use approved AI tools safely for technical research ticket summaries customer responses and knowledge base drafting.
• Good written and verbal communication skills with the ability to explain technical information clearly to non-technical users is a must.
• Strong attention to detail when recording ticket notes documenting configurations and preparing escalation information.
• Experience with a ticketing or service management platform such as FreshDesk ConnectWise ServiceNow or Jira Service Management.
• Basic PowerShell scripting or automation experience is desirable.
• Microsoft certifications such as MS-900 AZ-900 SC-900 MD-102 or equivalent practical experience are desirable.

What Youll Get

• Salary paid in AUD and Remote work facilities
• Exposure to global projects and Australian customers
• Opportunity to work across Microsoft cloud AI and automation technologies
• Supportive and collaborative environment