Technical Support Engineer (Exchange)

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 customers' technical issues. This position requires flexibility in working shifts based on business needs, which may vary depending on operational demand.

Responsibilities

Response and Resolution: own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices; Readiness: lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others; Deepen technical and professional proficiency to resolve complex customer issues, through training and readiness; Product/Process Improvement: engage with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience; OR 5+ years of technical support, technical consulting experience, or information technology experience; OR equivalent experience; Proven track record of working with Exchange architecture and Exchange Online, showcasing in-depth knowledge and hands-on experience; Deep understanding of Exchange architecture and Exchange Online, demonstrating the ability to troubleshoot and resolve complex issues efficiently; Extensive experience in administering Exchange Server; Proficiency in Windows Server 2016 and 2019 concepts and administration, managing underlying infrastructure for Exchange environments effectively; Design, administration, and/or support experience with Exchange On-Premise and Exchange Online environments; Experience in executing migrations from Exchange On-Premise to Exchange Online, minimizing downtime and ensuring a seamless transition; Working knowledge of Entra ID identity, authentication, and conditional access; M365 security and compliance/Purview technologies (eDiscovery, DLP, ATP, OCAS, etc.); Networking (HTTP, DNS, TCP/IP) and web server; Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions; Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and end-users; Willingness to work on weekends / evenings as required by the business; Provide technical support for Microsoft Office, Microsoft 365, and Copilot-related scenarios; Experience supporting Microsoft Office or Microsoft 365 products; Strong troubleshooting and analytical skills; Good understanding of cloud services, identity, licensing, and tenant configuration; Familiarity with Microsoft Teams, SharePoint, OneDrive, Exchange Online, and Office desktop/web apps; Strong interest in AI productivity tools, especially Microsoft Copilot; Fast learner and willing to learn new technologies; Cross-team collaboration & teamwork; Customer handling experience; Strong communication skills - fluent oral & written English; Effective, polished interactions with customers to gather information; Demonstrable troubleshooting skills; Logical and critical thinking; Passion for technology and customer support; Verification of Australian citizenship via valid passport; Ability to meet Microsoft, customer and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter

Nice to have

Debugging and scripting skills with PowerShell and Graph API; Utilizing scripting to automate tasks and streamline Exchange administration; Experience managing or supporting Skype for Business/Teams/SharePoint Server/SPO/Office; Development experience with programming languages such as PowerShell, Java, C++ and C#; Networking knowledge (HTTP, DNS, TCP/IP)