Overview
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. CE&S; drives cross-company alignment and execution to exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S; is responsible for all post-sales 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 by delivering a seamless support experience. CSS leverages Microsoft’s AI technology to help consumers, businesses, partners, and more resolve issues quickly and securely, prevent future problems, and get more from their Microsoft investment.
Responsibilities
- Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement: You engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
This role is flexible in that you can work up to 50% from home.
Qualifications
Required:
- Proven track record of working with Exchange architecture and Exchange Online, showcasing in-depth knowledge and hands-on experience.
- Deep understanding of Exchange architecture and Exchange Online, demonstrating the ability to troubleshoot and resolve complex issues efficiently.
- Extensive experience in administering Exchange Server 2016 and 2019, ensuring their smooth operation and optimal performance.
- Proficiency in Windows Server 2016 and 2019 concepts and administration, managing underlying infrastructure for Exchange environments effectively.
- Design, administration, and/or support experience with Exchange On-Premise and Exchange Online environments, demonstrating a strong grasp of their intricacies.
- Experience in executing migrations from Exchange On-Premise to Exchange Online, minimizing downtime and ensuring a seamless transition.
- Working Knowledge of how Exchange Environments relate to clients, connectivity, security and management, including:
- Azure AD identity, authentication, and conditional access
- M365 security and compliance/Purview technologies (eDiscovery, DLP, ATP, OCAS, etc.)
- Networking (HTTP, DNS, TCP/IP) and web server fundamentals
- Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions.
- Excellent communication and interpersonal skills for effective collaboration with cross-functional teams and end-users.
- Ability to work on weekends
Optional (Experience in one or more of these areas desirable)
- Debugging and scripting skills with PowerShell and Graph API
- Utilizing scripting to automate tasks and streamline Exchange administration
Soft Skills
- Fast learner and willing to learn new technologies
- Cross-team collaborations & team work
- Customer handling experience
- Robust communication skills - Fluent oral & written English
- Effective, polished interactions with customers to gather information
- Demonstrable troubleshooting skills
- Logical and critical thinking
- Passion for technology and customer support
This position requires flexibility in working shift based on the business needs. This role is targeted at supporting customers in the New Zealand time zone (7am - 3.30pm AU), and shifts may vary based on operational demand.
This may include shift rotations, e.g., Monday to Friday 11:00 AM – 7:00 PM, Tuesday to Saturday 7:00 AM – 4:00 PM, or Sunday to Thursday 10:00 AM – 6:00 PM.
Citizenship & Security
Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. The role supports United States federal, state, and/or local Australian government agency customers and may be subject to citizenship-based restrictions where required by law. To meet this legal requirement, citizenship will be verified via a valid passport.
Ability to meet Microsoft, customer and/or government security screening requirements is required. This includes, but is not limited to, the Microsoft Cloud Background Check to be completed upon hire/transfer and every two years thereafter.
Equal Opportunity
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 or a reasonable accommodation due to a disability during the application process, learn more about requesting accommodations.
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📌 Technical Support Engineer (Exchange)
🏢 Microsoft
📍 Australia