Technical Support Engineer - Office / Copilot

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

QualificationsQualifications 

• 5+ years Technical Support, technical consulting experience, or information technology experience  
• Knowledge of MS Office Applications (Word, Excel, PowerPoint) 
• Understanding of client, server, networking, and Internet technologies fundamentals. 
• Experience in network operations, software support or I.T. consulting. 
• Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment. 
• Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level. 
• Create and maintain incident management requests to product group or engineering group. 
• Willingness to learn ilot Technology 

 Experience in one or more of these areas desirable: 

• Knowledge about Office usability and Performance Tuning  
• Shared Service Provider Administration 
• Service Applications. 
• OCSI – Office Client Server Integration). 
• Troubleshooting issues with Office Web Access. 
• SharePoint developer experience 
• Networking Troubleshoot experience 
• .Net Development/C++ Development/Java Development 

 Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. 

  Security Clearance Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.  

 Shift Timing: Working hours for this position are from 7am to 3:30pm AEDT, to best support our customers based in New Zealand during their business hours.  
Responsibilities

• Response and Resolution
  Provide Technical Support to customers using Office & Copilot 
• You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices. 
• Collaborate with internal teams to identify and resolve technical issues.  
• Document and track customer issues and resolutions. 
• Continuously improve knowledge of Office and CoPilot software and related technologies 
• Communicate technical information clearly and effectively to customers and internal teams. 
• Maintain a customer-focused mindset and strive for high levels of customer satisfaction. 
• Fluent English oral and written communication skill is required. 
• Demonstrated aptitude for providing exceptional customer service in politically charged environments. 
•  Readiness
  You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. 
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness. 
• You are willing to cross-skill and learn new and evolving technologies (CoPilot).  
• Continuously improve knowledge of Office & CoPilot software and related technologies 
• Knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising, and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved. 

 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. 
• Participate in on-call rotations to provide after-hours Technical Support as needed. 
• Contribute to the development of Technical Support processes and procedures.  
• Provide feedback to product development teams on customer needs and issues.  
• Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development. 
• Ability to apply technology to improve existing products and systems at customers and for internal use. 
• Ability to actively participate in team support by proposing and implementing solutions. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Industry leading healthcare

Educational resources

Discounts on products and services

Savings and investments

Maternity and paternity leave

Generous time away

Giving programs

Opportunities to network and connect