Technical Support Engineer

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 Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

This role is flexible in that you can work up to 50% from home.

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.

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 and how they relate to clients, connectivity, security and management of Exchange Environments:
- Azure AD identity, authentication, and conditional access, leveraging Azure AD
- M365 security and compliance/Purview technologies (eDiscovery, DLP, ATP, OCAS, etc.),
- 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.
- 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.
- Fast learner and willing to learn new technologies.
2. Cross-team collaborations & team work.
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

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.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Industry leading healthcare

Educational resources

Discounts on products and services

Savings and investments

Maternity and paternity leave

Generous time away

Giving programs

Opportunities to network and connect

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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations .

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