Support Engineer role focused on resolving complex Microsoft 365 and Exchange Online incidents for customers in a 24x7 shift environment.

Investigate and resolve complex support incidents for customer use of the Microsoft 365 platform, including Exchange Online and hybrid environments
Assist customers via telephone and email throughout the incident lifecycle
Escalate issues promptly when deeper Exchange/M365 skills or additional capabilities are required
Apply knowledge of Microsoft 365 architecture and offerings to deliver resolutions and provide proactive recommendations
Produce clear, thorough case documentation
Manage challenging and politically sensitive customer situations while using available resources appropriately

Customer communication: interact effectively to gather details quickly, explain customer responsibilities, communicate next steps and status, and build confidence
Ability to handle politically sensitive situations and coordinate with Support teams on complex issues
Communication: excellent spoken and written English
Troubleshooting: demonstrable troubleshooting skills
Thinking skills: logical and critical thinking
Collaboration: cross-team collaboration
Experience: 2 to 3 years of Technical Support experience in a customer-facing or customer technical support role
Education: graduate
Language: fluency in English
Exchange technical knowledge (mandatory)
- Exchange Online Administration
- Exchange Online hybrid environment experience
- Mail flow troubleshooting experience
- Provisioning and directory synchronization troubleshooting experience
- Calendaring troubleshooting experience
- Experience using Exchange Online Management PowerShell
- Mandatory Skills: Exchange Onpremise/Hybrid

Team operates on a 24x7 shift model
Flexibility required to cover during holidays and weekends to accommodate the MS roster

Technical Support Engineer - Exchange

Job Description