Exchange/EXO Support Engineer in Other, Romania in Cernavodã

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 RoleWe are looking for a Support Engineer (SE) who serves as a frontline technical support resource for Microsoft’s customers and partners via phone, email or web/ chat. As an SE you will deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.We are looking for a Support Escalation Engineer (SEE) who serves as a senior technical support resource for Microsoft’s customers and partners, via phone, email, and web/chat. As an SEE you will 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. You will contribute to the success of others through mentoring peers, delivering one-to-many education and advising managers on the development of the team.Your strong suit is in employing problem isolation techniques, assets, and product knowledge to solve problems. You will investigate and solve highly complex technical issues requiring expert product or service knowledge. As an SEE you will 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. You will collaborate with experts from across the business, including our Development Teams to clarify unknown behavior in the product.ResponsibilitiesSE: 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 specificSEE: Your Responsibilities•Responsible for the customer support experience with Microsoft•Own, troubleshoot and solve long-running or complex customer technical issues through consistent application of case management standards (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.) and if needed, engagement with Product/Engineering teams•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 casesQualifications2+ years in a customer facing service role in any capacityEnglish Language: fluent in reading, writing and spokenBilingual –Spanish, French, German, Italian or Portuguese,Superior problem solving and troubleshooting skills at the System Engineer level; exceptional customer service, overall communication and technical writing skills. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level; Must possess the ability to work independently with minimal management supervision and as part of regional team of engineers; Demonstrated aptitude for providing exceptional customer service in politically charged environments; Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team 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;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 customers on Exchange Online and Exchange Hybrid Bachelor’s degree in Information Science, Information Technology, Computer Science Engineering or Mathematics or equivalent work experience Please note that working hours might change according to business needs. Though schedule changes are infrequent, you will need to have flexibility to accommodate changes as needed and may require some on-call rotation.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. To help us track our recruitment effort, please indicate in your cover//motivation letter where (vacanciesinukraine.com) you saw this job posting.