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.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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.

Responsibilities

• Team Readiness & Development – you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence) – you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities – mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement – collaborate with stakeholder teams providing product and process feedback.
  
  

Qualifications

Required/Minimum Qualifications

• At least 10 years of industry experience in administering Exchange Server and Exchange Online
• Office 365 certification or equivalent knowledge and skills
• Strong technical understanding of Microsoft Exchange 2013/2016/2019 Hybrid Model and its features and functionalities
• Good knowledge of anti-spam solutions and technologies, preferably Microsoft Exchange Online Protection (EOP) cloud solution and Advanced Threat Protection (ATP)
• Experience configuring and deploying Active Directory Federation Services (ADFS) for single sign-on and identity management
• Good understanding of Directory Synchronization, Azure Active Directory (AAD) and Azure AD Connect tools
• Good understanding of networking concepts and protocols, such as IP, DNS, SMTP, etc.
• Experience of troubleshooting Outlook, Outlook Web App (OWA) and client related issues for end users
• Basic knowledge of Office 365 Security and Compliance features and best practices
• Excellent communication skills, including the ability to provide clear feedback, develop and deliver training, and create technical content
• Strong organizational skills, including the ability to monitor multiple communication channels, review reports, organize and conduct effective meetings, and deal with ambiguity.
  
  

Language Qualification

English Language: fluent 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.