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Overview
Within the Customer Experience and Success (CE&S;) organization, the CSS team builds trust by delivering a seamless support experience. This role is in the Technical Support Engineer (Exchange) area and focuses on owning, troubleshooting, and resolving complex customer technical issues while collaborating with cross-functional teams. The role offers up to 50% work from home.
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 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.
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 client connectivity, security and management of Exchange Environments, 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 concepts
- Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions.
- Excellent communication and interpersonal skills, enabling 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.
- Strong 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 greater supporting our customers in the New Zealand time zone (7am - 3.30pm AU), and the working shift may vary depending on the operational demand.
Citizenship & Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. To meet this legal requirement, citizenship will be verified via a valid passport. Ability to meet Microsoft security screening requirements is required. This includes, but is not limited to, 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.
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📌 Technical Support Engineer (Exchange)
🏢 Microsoft
📍 Western Australia