Technical Support Engineer - Exchange

Responsibilities The Support Engineer SE is a critical role in the resolution of complex support incidents related to supporting customer use of the Microsoft 365 platform   A Support Engineer is knowledgeable in Microsoft 365 services technologies offerings and the platform The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues directly supports customers through telephone and email escalates issues quickly when deep specific skills or other capabilities are required ability to use knowledge of the Microsoft 365 architecture and offerings to provide customer resolution and proactive customer recommendations has excellent communication skills and is fluent in English writes excellent case documentation and is able to handle challenging and politicallysensitive customer situations

Qualifications

SOFT SKILLS

Effective polished interaction with customer to gather information quickly explain customer responsibilities in resolving issue communicate next steps and status and inspire confidence

Handle challenging and politically sensitive customer situations including the appropriate use of all available resources communicate effectively with Support teams on complex issues

Excellent spoken and written English communication skills Demonstrable troubleshooting skills

Crossteam collaboration

Logical and critical thinking

Passion for technology and customer support EXPERIENCE

At least 2 to 3 years of Technical Support experience including experience in a customer facing or customer technical support role EDUCATIONCERTIFICATION

Graduate LANGUAGE

Fluency in English

Technical Requirements

Must have

• Outlook Client Troubleshooting Experience
• Outlook Authentication troubleshooting Experience
• Basic knowledge about New Outlook for Windows New Outlook for Mac Outlook Classic Outlook for Mobile iOS Android
• Knowledge of reviewing network packets
• Knowledge with Calendaring

Nice to have

• Knowledge of Registry editing
• Basic knowledge or hands on experience of Office 365 Administration
• Hands on experience in Exchange online Mail flow Troubleshooting
• Hands on experience related to Security and Compliance Retention Policies
• Licensing in Office 365
• PowerShell experience
• SMIME Experience