Technical Support Engineer (Messaging Protection-MDO)
This role is flexible in that you can work up to 100% from home.
Microsoft’s Customer Experience and Success (CE&S;) organization is focused on empowering customers to accelerate business value through differentiated experiences that leverage Microsoft’s products and services. 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. Within CE&S;, the Customer Service & Support (CSS) organization builds trust by delivering a seamless support experience powered by Microsoft’s AI technology to help consumers, businesses, partners, and more resolve issues quickly and securely.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
Responsibilities
- Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
- You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
- Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
Qualifications
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
- OR 3+ years of technical support, technical consulting experience, or information technology experience
- OR equivalent experience
CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.
Preferred Qualifications:
- Chinese Proficiency
- CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
- Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
- Ability to effectively communicate with customer managers and executives on technical and business issues
- Organization, time management, project management, and negotiation skills
- 3+ years of experience providing support for enterprise level premier customers
Messaging Protection
- Experience or strong working knowledge of FP/RN, phishing and antimalware
- 2+ years of experience with Exchange or Office 365 (Exchange Online)
- Preference for exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection
- Familiarity with Microsoft Defender for Office 365 features including Safe Links, Safe Attachments, and quarantine policies
- Understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phish messages
Security and screening: Ability to meet Microsoft, customer and/or government security screening requirements. This includes the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
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.
Employment details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Information Technology
- Industries: Software Development
Note: This role description reflects the responsibilities, qualifications and employment details as provided. Various job postings may reference related roles or locations.
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