With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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 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

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.

• Basic understanding of O365 concepts and SaaS concepts a must.

• Experience in working on Microsoft Exchange Server 2007/2010/2013/2016.

• Experience in working on Microsoft Exchange Server 2007/2010/2013/2016 Hybrid Environment Setup with Exchange Online.

• Command over client server integration and mail flow concepts.

• Networking (DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation

• Good to have experience in working on O365 and knowledge of Windows Azure ADconnect.

• Passionate about cloud technology.

• Effectively communicating with customers and stakeholders via, phone, email or any other available means

• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.

• Demonstrate leadership through personal responsibility, accountability and teamwork.

• Manage crisis situations that may involve technically challenging issues and diverse audiences.

• Own and resolve technically complex mission critical or politically hot customer issues

• Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.

• Interact with other engineers to provide technical action plans or take ownership of cases that require escalation.

• Share knowledge with others through solution documents, contribute to social media, engage technical communities, build automated self-help solutions and create training.

Qualifications

• 3+ years prior product, customer support and/or technical support experience.

• Language Qualification: English Language: fluent in reading, writing, and speaking.

• 7+ years prior product, customer support and/or technical support experience

• Experience in working on Microsoft Exchange Server 2007/2010/2013/2016.

• Experience in working on Microsoft Exchange Server 2007/2010/2013/2016 Hybrid Environment Setup with Exchange Online.

• Command over client server integration and mail flow concepts.

• Networking (DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation

• Good to have experience in working on O365 and knowledge of Windows Azure ADconnect.

• Passionate about cloud technology.

• 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.

Knowledge, Skills, Abilities