Technical Support Engineer

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

I korthet

MCAPS-Core is looking for a Technical Support Engineer to troubleshoot and resolve complex customer technical issues, acting as an advisor and collaborating across teams. This role requires strong technical proficiency in areas like Exchange, Microsoft 365, and Copilot, combined with excellent customer service and communication skills, and a willingness to adapt to flexible working hours.

Ansvarsområden

Own, investigate, and solve complex customer technical issues, acting as an advisor.
Collaborate within and across teams, leveraging troubleshooting tools and practices.
Lead in building communities with peer delivery roles and share knowledge through readiness programs.
Provide technical coaching and mentoring of others.
Deepen technical and professional proficiency to resolve complex customer issues through training and readiness.
Engage with Microsoft Engineering/Supportability teams to investigate potential product defects.
Help develop automation techniques and diagnostic tools, driving Microsoft product improvements.
Provide technical support for Microsoft Office, Microsoft 365, and Copilot-related scenarios.
Support customers with Copilot enablement, licensing, access, prompt usage, and expected product behaviour.
Investigate incidents using logs, diagnostics, service health information, and customer reproduction steps.
Clearly explain technical issues, workarounds, and resolutions to both technical and non-technical audiences.
Collaborate with engineering, product teams, and peer support teams to escalate complex or emerging issues.
Document known issues, troubleshooting steps, and customer-ready guidance.
Identify trends in customer cases and contribute to product quality and supportability improvements.
Promote responsible AI usage, data protection awareness, and secure Microsoft 365 configuration practices.

Krav

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
Proven track record of working with Exchange architecture and Exchange Online, showcasing in-depth knowledge and hands-on experience.
Deep understanding of Exchange architecture and Exchange Online, demonstrating the ability to troubleshoot and resolve complex issues efficiently.
Extensive experience in administering Exchange Server.
Proficiency in Windows Server 2016 and 2019 concepts and administration, managing underlying infrastructure for Exchange environments effectively.
Design, administration, and/or support experience with Exchange On-Premise and Exchange Online environments, demonstrating a strong grasp of their intricacies.
Experience in executing migrations from Exchange On-Premise to Exchange Online, minimizing downtime and ensuring a seamless transition.
Working Knowledge and how they relate to clients, connectivity, security and management of Exchange Environments: Entra ID identity, authentication, and conditional access; M365 security and compliance/Purview technologies (eDiscovery, DLP, ATP, OCAS, etc.); Networking (HTTP, DNS, TCP/IP) and web server.
Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions.
Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and end-users.
Experience supporting Microsoft Office or Microsoft 365 products.
Strong troubleshooting and analytical skills.
Good understanding of cloud services, identity, licensing, and tenant configuration.
Familiarity with Microsoft Teams, SharePoint, OneDrive, Exchange Online, and Office desktop/web apps.
Strong Interest in AI productivity tools, especially Microsoft Copilot.
Troubleshoot issues across Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint, and web-based Microsoft 365 experiences.
Ability to meet Microsoft, customer and/or government security screening requirements.
Australian citizenship required due to citizenship-based legal restrictions.

Önskade kvalifikationer

Debugging and scripting skills with PowerShell and Graph API
Utilizing scripting to automate tasks and streamline Exchange administration.
Experience managing or supporting Skype for Business/Teams /SharePoint Server/SPO/Office.
Development experience with programming languages such as PowerShell, Java, C++ and C#.
Networking Knowledge (HTTP, DNS, TCP/IP)
Fast learner and willing to learn new technologies.
Cross-team collaborations & teamwork.
Customer handling experience.
Strong communication skills - Fluent oral & written English.
Effective, polished interactions with customers to gather information.
Demonstrable troubleshooting skills.
Logical and Critical thinking.
Passion for technology and customer support.

Förmåner

Accelerate your career growth.
Hone your problem-solving, collaboration and research skills.
Develop your technical proficiency.

Färdigheter

ExchangeExchange OnlineWindows ServerEntra IDM365 securityPurvieweDiscoveryDLPATPOCASNetworkingHTTPDNSTCP/IPMicrosoft OfficeMicrosoft 365CopilotMicrosoft TeamsSharePointOneDrivePowerShellGraph APIJavaC++C#

#Technical Support#IT Support#Customer Support#Microsoft#Exchange#Office 365#Copilot#AI

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