Technical Support Engineer - Exchange
Company: Microsoft Corporation
Location: Downers Grove
Posted on: May 14, 2022
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Job Description:
Come join an evolving team with a growth mindset! Exchange
Online (O365) and Exchange On Premise are Microsoft's Enterprise
Messaging solution that delivers Email, Calendar, Contacts, and
Tasks from PCs, the web, and mobile devices. It integrates fully
with Azure Active Directory, enabling administrators to use group
policies, as well as other administration tools, to manage Exchange
Online features across their environment. Including robust
Enterprise level Security & Compliance and Authentication
features.Support Escalation Engineers (SEE) serve as Senior
technical leaders for Microsoft customers and partners, via phone,
email chats, forums and web. They deliver value by collaboratively
solving customer problems, providing proactive support advice,
promoting product quality and enhancements, and creating self-help
assets to broadly reach more customers. SEEs contribute to the
success of others through mentoring peers, delivering one-to-many
education and advising Managers on the development of the Team.The
strong suit of an SEE is in employing problem isolation techniques,
assets, and product knowledge to solve problems. They investigate
and solve highly complex technical issues requiring expert product
or service knowledge. They act as a subject matter expert regarding
product / configuration and will often employ sophisticated
troubleshooting tools such as analysis of event logs, component
traces, and performance traces to resolve customer issues. SEEs
collaborate with experts from across the business, including our
Development Teams.**Responsibilities****Response and Resolution**+
Reviews complex issues (e.g., multiple components of a product) and
contacts customers to understand issue. Ensures customers stay
informed as to the status/solution of their issue. Utilizes
troubleshooting tools (e.g., event logs, performance traces) to
help resolve customer issues.+ Resolves customer issues through
problem solving, collaboration, and research. May take escalated
issues as needed. Documents technical work and research.+ Performs
in-depth product troubleshooting and remediation when needed.+
Collaborates on cross-team and cross-product technical issues by
working with resources from other groups as needed to resolve
moderately complex customer issues.**Readiness**+ Assists in the
implementation of end-to-end readiness programs (e.g., mentoring,
knowledge sharing or technical document creation, brown bag
sessions, blogs, quality assurance checks). Develops readiness
content. Mentors new Technical Support Engineers. Develops
intermediate level competence on support topics.**Product/Process
Improvement**+ Provides feedback to more senior engineers or
serviceability team on functionality of products based on
engagements with customers. Provides feedback to the product group
for product improvement.+ Identifies potential defects and
escalates to more senior engineers to resolve.+ Applies broad
knowledge of automated tools being used across other technologies
and products. Provides feedback for tool improvement.+ Identifies
and provides feedback to address process gaps in an effort to
streamline processes and shares best practices broadly.+
Participates in case triage meetings and/or case discussions to
share knowledge with other engineers and contribute to more rapid
customer solutions. Utilizes learnings from triage meetings to
identify and communicate readiness needs to manager or readiness
team.**Other**+ Embody our culture and
values**Qualifications****Required/Minimum Qualifications:**+ 3+
years technical support, technical consulting experience, or
information technology experience **OR** Bachelor's Degree in
Computer Science, Information Technology (IT), or related field AND
1+ year(s) technical support, technical consulting experience, or
information technology experience+ 2+ years working with Exchange
architecture in an enterprise environment+ 2+ years troubleshooting
with Exchange and related technologies (Microsoft Office 365/
Exchange Online, Exchange On-Premise, Etc.)+ Design, administration
and/or support experience with Exchange On-Premise and Exchange
Online environments**Additional or Preferred Qualifications:**+
Microsoft Technology Certifications.+ Deep understanding in
Exchange architecture+ Deep troubleshooting skills and
administrative skills with Exchange On-Premise or Exchange Online
(O365) environments+ Troubleshooting skills with Exchange Transport
and Client Access+ Troubleshooting experience with Devices
syncing.+ Deep understanding of Active Directory and DNS+ O365
Security and Compliance related technologies (eDiscovery, DLP, ATP,
OCAS, etc.) Is very desirable+ O365 Cloud Identity and
Authentication is very desirable+ Bi-Lingual is a plus, preferred
additional language would be PortugueseThe salary for this role in
the state of Colorado is between $85,500 - $125,000.At Microsoft,
certain roles are eligible for additional rewards, including annual
bonus and stock. These awards are allocated based on individual
performance. In addition, certain roles also have the opportunity
to earn sales incentives based on revenue or utilization, depending
on the terms of the plan and the employee's role.Benefits/perks
listed here may vary depending on the nature of your employment
with Microsoft and the country where you work.US-based employees
gain access to healthcare benefits, a 401(k) plan and company
match, short-term and long-term disability coverage, basic life
insurance, and fitness benefits, among others.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
(https://careers.microsoft.com/us/en/accommodationrequest)
.Benefits/perks listed below may vary depending on the nature of
your employment with Microsoft and the country where you work.
Keywords: Microsoft Corporation, Downers Grove , Technical Support Engineer - Exchange, IT / Software / Systems , Downers Grove, Illinois
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