Overview
Technical Support Engineer - Office / Copilot at Microsoft. This role sits in the Customer Experience and Success (CE&S;) organization within the Customer Service & Support (CSS) area, focused on delivering trusted, seamless support experiences and accelerating AI transformation for customers.
Role highlights: you will own, troubleshoot, and solve complex customer technical issues, collaborate across teams, and contribute to readiness, coaching, and engineering feedback to improve products and processes. The role offers up to 50% remote work and requires shift flexibility to support customers, primarily in the New Zealand time zone with possible rotations.
Responsibilities
- Response and Resolution: own, investigate, and solve complex customer technical issues; advise customers and collaborate with cross-team peers using troubleshooting tools and best practices.
- Readiness: lead in building communities with peer delivery roles; share knowledge through readiness programs and technical coaching and mentoring.
- Professional growth: deepen technical proficiency to resolve complex issues through training and readiness.
- Product/Process Improvement: engage with Microsoft Engineering/Supportability teams to investigate product defects and help develop automation, diagnostics, and improvements.
Qualifications
- Bachelor's degree in Computer Science, IT, or related field AND 3+ years of technical support, technical consulting, or IT experience
- OR 5+ years of technical support, technical consulting, or IT experience
- OR equivalent experience
- Knowledge of MS Office Applications (Word, Excel, PowerPoint)
- Understanding of client/server, networking, and Internet technologies fundamentals
- Experience in network operations, software support, or IT consulting
- Strong customer service, problem-solving, communication, and teamwork skills
- Ability to use debugging skills and source code access to troubleshoot to a component level
- Ability to create and maintain incident management requests to product or engineering groups
- Willingness to learn Copilot Technology
Experience Desirable
- Office usability and performance tuning knowledge
- Shared Service Provider Administration
- Service Applications
- Office Client Server Integration (OCSI)
- Troubleshooting Office Web Access
- SharePoint development and networking/troubleshooting experience
- Net Development/C++/Java development familiarity
Security, Citizenship & Compliance
This position requires verification of Australian citizenship where required by law. The role may involve government or regulated customer interactions and is subject to security screenings, including the Microsoft Cloud Background Check (upon hire and every two years thereafter).
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, citizenship, color, disability, gender identity or expression, national origin, race, religion, sex, or protected status. If reasonable accommodations are needed during the application process, request accommodations.
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