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Technical Support Engineer - Exchange

Company: Microsoft Corporation
Location: Downers Grove
Posted on: May 14, 2022

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 ( .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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