Technical Support Engineer

Technical Support Engineer - SharePoint / Copilot — Microsoft

Within the Customer Service & Support (CSS) organization, we deliver a seamless support experience powered by Microsoft AI technology to help customers resolve issues quickly and securely and to enable more from their Microsoft investments. This role is part of the Senior Technical Support Engineer track within CSS, owning, troubleshooting and solving complex customer technical issues, and collaborating across teams to improve products and processes.

This role is flexible in that you can work up to 50% from home. This position supports the New Zealand time zone and may require shift rotations based on business needs.

• 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.

• 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

• SharePoint Online and OnPrem architecture, site collections, and permissions management
• SharePoint development (e.g., SPFx, REST APIs, CSOM, PowerShell scripting)
• SharePoint migration tools and strategies (e.g., ShareGate, Metalogix)
• Performance tuning and diagnostics for SharePoint environments
• Copilot integration within SharePoint and Microsoft 365 ecosystem
• Microsoft Graph API and data connectors relevant to SharePoint and Copilot

• OneDrive, and Office 365 interoperability with SharePoint
• AI-driven productivity tools and automation within Modern Work
• Security features in SharePoint and Microsoft 365

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. This may include shift rotations. For e.g. - 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.

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.

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.

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.