Technical Support Engineer

Technical Support Engineer - SharePoint / Copilot
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Technical Support Engineer - SharePoint / Copilot
role at
Microsoft
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, ignited by our people and culture. CE&S drives cross-company alignment and execution to exceed customers' expectations in every interaction, across in-product, digital, and human-centered experiences. CE&S is responsible for all after-sales services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help 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. We are powered by Microsoft's AI technology to help consumers, businesses, partners, and more resolve issues quickly and securely, helping prevent future problems and maximizing value from Microsoft investments.
Responsibilities
Response and Resolution: 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: Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching, and mentoring of others.
Professional growth: Deepen technical and professional proficiency to resolve complex customer issues through training and readiness.
Product/Process Improvement: Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools that drive product improvements.
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
Advanced Experience With
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
Familiarity With
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 business needs. This role targets support for customers in the New Zealand time zone (7am - 3.30pm AU) with potential shift rotations. Shifts may vary, e.g., Monday to Friday 11:00 AM to 7:00 PM, Tuesday to Saturday 7:00 AM to 4:00 PM, or Sunday to Thursday 10:00 AM to 6:00 PM.
Citizenship & Citizenship Verification:
This position requires verification of Australian citizenship due to citizenship-based legal restrictions. It supports United States federal, state, and/or local Australian government agency customers and may require citizenship verification via a valid passport where required by law. Ability to meet Microsoft, customer, and/or government security screening requirements is required. This includes 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. 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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