Exchange Support Engineer
No two days are the same in Customer Service and Support at Microsoft. We engage in challenging and complex problems to solve, we constantly pick each other’s brains and our minds are always abuzz with ideas for helping our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding and we are looking for talented people with a growth mindset, a passion for solving complex issues and obsession to customer happiness.
Besides technical talent, we also look for engineers with a “run for the fire” behavior - people who thrive under difficult and challenging circumstances, who loves to get involved in difficult situations and at the same time learn.
If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be THE career opportunity for you.
Role Description
You will be accountable for providing an outstanding technical support experience to our Enterprise customers. From problem identification to full resolution, you will own and manage your cases over the phone and email.
When needed, you will transfer your cases to your colleagues or involve subject matter experts, or escalate to Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues.
Every day you will have to make judgment calls regarding your case load, how to prioritize it, how to maximize your effectiveness, how to set time aside to learn about our new products and technologies and evolve as a professional.
You will also participate in various training sessions, and internal technical events as they become
Responsibilities
Be available to take ownership of new cases and via telephone and email.
Provide support to Enterprise customers.
Scope a customer’s issue by collecting the relevant facts.
Investigate on the problem by doing your own research and by involving other teams as needed.
Consult with your immediate peers or colleagues around the world, handing the case over to them as necessary.
Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed.
Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate.
Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
Document your technical work and research in detailed and comprehensive manner.
Prioritize your work in order to accomplish the most important and urgent requests first.
Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.
Qualifications
Soft Skills requirements:
You should have a growth mindset - genuine desire and motivation to learn and develop yourself. You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win.
You should also Love customers, be obsessed with them - a genuine desire to help under challenging circumstances.
In addition, you should possess strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.
Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems. Finally, you should be able to handle high pressure situations well - maintain calm and composure on really stressful situations is a must.
Technical Requirements:
Your ramp-up in this position will be much faster if you have the following technical experience and knowledge:
§ Experience administering and troubleshooting Exchange On-Prem, Exchange Online and Exchange Hybrid in large Enterprise environments.
§ Experience working with Active Directory and Cluster arrangements.
§ Foundations knowledge on Networking, Protocols, Authentication (Kerberos, NTLM) and PowerShell.
§ Experience reading network captures/analysis.
We love to get to know candidates with strong technical background, nevertheless, do not shy away if you do not meet all the “Technical” requirements.
If you have growth mindset, you are a strong believer that knowledge can be developed with effort and persistence. This is what we value most. You will just need to be able to demonstrate that to us.
Language Skills:
Good Communication Skills - Spoken and written English and Chinese (including technical writing) is required.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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