Exchange/exo Support Engineer

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
- Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
- With over 15,000 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. This organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring the company’s mission by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. We have a tremendous opportunity to exceed our customers’ expectations and to consistently drive customer loyalty and trust, leading to greater satisfaction, retention, and growth.
- Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through a connected customer experience. We do this by delivering a seamless support experience to help customers and partners resolve their issues quickly, prevent future problems from occurring and demonstrating new ways to achieve more from their Microsoft investment.

**About the Role**

We are looking for a

We are looking for a**Responsibilities**:
**SE: Your Responsibilities**
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.)
- Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
- Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases
- Create and maintain incident management requests to product group/engineering group
- May contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience via feedback to correct stakeholders
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

**SEE: Your Responsibilities**
- Responsible for the customer support experience with Microsoft
- Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
- Create and maintain incident management requests to product group/engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
- Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases

**Qualifications**:

- 2+ years in a customer facing service role in any capacity

English Language: fluent in reading, writing and spoken

Bilingual -Spanish, French, German, Italian or Portuguese,

**Technical Acumen**:

- Depending on your level of seniority, you already know at least some of the following technologies (and wish to learn the others):

- In-depth knowledge of Exchange Online ,and Security & Compliance concepts
- Knowledge of TCP/IP networking, switches, routers, firewalls and protocols.
- Knowledge of Exchange Hybrid Deployments
- Understanding of Mail flow concepts, Mailbox migrations, Mailbox management and recovery, Client connectivity, Calendaring, EOP, EAC & PowerShell, mail hygiene, ATP, Holds, eDiscovery, Archives, Labels, Retention policies, Audit logs
- Good understanding of Office 365 Identity areas
- Knowledge of other M365 workloads is a plus
- At least 4 years of experience working with customer