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

oKnowledge on Exchange Online Administration

oExperience with Hybrid Exchange Environments

oMail flow troubleshooting experience

oProvisioning and directory synchronization troubleshooting experience

oCalendaring troubleshooting experience

oExperience using Exchange Online Management PowerShell

Nice to Have

oMailbox Migration troubleshooting experience

oBookings troubleshooting experience

oOutlook Client troubleshooting experience

oAuthentication and OAuth troubleshooting experience

oExperience with licenses in M365

Time of operation:This team will be in 24X7 shift model. Therefore, should be flexible to cover during holidays and weekends to accommodate MS roster.