Technical Support Engineer (Exchange)

Job description

**Overview** MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market. 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, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. 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. 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 through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. 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 customers’ 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. This position requires flexibility in working shift based on the business needs and the working shift may vary depending on the operational demand. For example, there may be a dedicated evening shift (3pm – 11.30pm) or include shift rotations such as Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. **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, 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. The ideal candidate combines strong technical knowledge with excellent customer service skills and is passionate about delivering high-quality end-user support and continuous service improvement. **Qualifications** Required Qualifications: Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience Additional Required Qualifications: Exchange: • 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 • 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 and how they relate to clients, connectivity, security and management of Exchange Environments: o Entra ID identity, authentication, and conditional access o M365 security and compliance/Purview technologies (eDiscovery, DLP, ATP, OCAS, etc.), o Networking (HTTP, DNS, TCP/IP) and web server • 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. • Willingness to work on weekends / evenings as required by the business. Office: Provide technical support for Microsoft Office, Microsoft 365, and Copilot-related scenarios. Experience supporting Microsoft Office or Microsoft 365 products. • Strong troubleshooting and analytical skills. • Good understanding of cloud services, identity, licensing, and tenant configuration. • Familiarity with Microsoft Teams, SharePoint, OneDrive, Exchange Online, and Office desktop/web apps. • Strong Interest in AI productivity tools, especially Microsoft Copilot. • Troubleshoot issues across Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint, and web-based Microsoft 365 experiences. • Support customers with Copilot enablement, licensing, access, prompt usage, and expected product behaviour. • Investigate incidents using logs, diagnostics, service health information, and customer reproduction steps. • Clearly explain technical issues, workarounds, and resolutions to both technical and non-technical audiences. • Collaborate with engineering, product teams, and peer support teams to escalate complex or emerging issues. • Document known issues, troubleshooting steps, and customer-ready guidance. • Identify trends in customer cases and contribute to product quality and supportability improvements. • Promote responsible AI usage, data protection awareness, and secure Microsoft 365 configuration practices. Additional Preferred Qualifications: 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. • Experience managing or supporting Skype for Business/Teams /SharePoint Server/SPO/Office. • Development experience with programming languages such as PowerShell, Java, C++ and C#. • Networking Knowledge (HTTP, DNS, TCP/IP) Soft skills: 1. Fast learner and willing to learn new technologies. 2. Cross-team collaborations & teamwork. 3. Customer handling experience. 4. Strong communication skills - Fluent oral & written English 5. Effective, polished interactions with customers to gather information. 6. Demonstrable troubleshooting skills 7. Logical and Critical thinking. 8. Passion for technology and customer support **Citizenship & Citizenship Verification:** This position requires verification of **Australian citizenship** due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. **Security Clearance Requirements:** Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. --- Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about [**requesting accommodations.**](https://careers.microsoft.com/v2/global/en/accessibility.html)