Technical Support Engineer

Overview
Technical Support Engineer - Office / Copilot role at
Microsoft
. Join to apply for the
Technical Support Engineer - Office / Copilot
role at
Microsoft
.
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 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.
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 example, 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 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.
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 relevant experience OR equivalent experience.
Knowledge of MS Office Applications (Word, Excel, PowerPoint).
Understanding of client, server, networking, and Internet technologies fundamentals.
Experience in network operations, software support or IT consulting.
Strong customer service, accurate and logical problem solving, communication skills, and ability to work in a team environment.
Ability to use debugging skills and source code access to troubleshoot and isolate problems to a component level.
Create and maintain incident management requests to product group or engineering group.
Willingness to learn Copilot Technology.
Experience in These Areas Desirable
Knowledge about Office usability and Performance Tuning
Shared Service Provider Administration
Service Applications
OCSI – Office Client Server Integration
Troubleshooting issues with Office Web Access
SharePoint developer experience
Networking Troubleshoot experience
Net Development/C++ Development/Java Development
This position requires verification of Australian citizenship due to citizenship-based legal restrictions. The role 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. Citizenship will be verified via a valid passport. Ability to meet Microsoft, customer and/or government security screening requirements is required, including 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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