FirstBank Jobs

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 Support Escalation Engineer - Exchange Online 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 100% 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.

Responsibilities

Responsibilities

• Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Product Engineering group.

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group/engineering group

• Contribute to case deflection initiatives, leverage AI tools, and other digital self-help assets to improve customer/ engineer experience

• Provide ramp activities, knowledge sharing, technical coaching, and mentoring

• Drive technical collaboration and 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

Qualifications

Required Qualification:

• Previous experience in technical support, technical consulting experience, or information technology experience

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

• Good understanding of DNS and troubleshooting tools : dig, nslookup, Resolve-DnsName, etc..

• Basic understanding of TCP/IP and troubleshooting tools : Wireshark, Netmon, etc..

• Basic understanding of HTTP/s and browser developer tools

• Basic understanding of encryption and public key infrastructure

• Basic understanding of Windows Server technologies (Active Directory)

• Good understanding of Exchange On-Premises Technologies (Exchange Server)

• Experience in deploying/troubleshooting Exchange Hybrid setups and Exchange Server migration scenarios.

• Solid understanding of Exchange Online (mailbox provisioning, user and group management, migrations, mail flow)

• Background in working with messaging related technologies is a plus

Language Qualification

English Language: confident in reading, writing and speaking

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .