Job Description

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S;) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S; is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S; and help us accelerate AI transformation for our customers and the world.

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In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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This position requires flexibility in working shift based on the business needs and the working shift may vary depending on the operational demand. For example, there may be a dedicated evening shift (3pm – 11.30pm) or include shift rotations such as Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm.

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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 n

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- Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices.
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- Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
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- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
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- Product/Process Improvement:



You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements.
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The ideal candidate combines strong technical knowledge with excellent customer service skills and is passionate about delivering high-quality end‑user support and continuous service improvement.

Required Qualifications n

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

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OR 5+ years of technical support, technical consulting experience, or information technology experience

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OR equivalent experience

Additional Required Qualifications Exchange n

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- Proven track record of working with Exchange architecture and Exchange Online, showcasing in-depth knowledge and hands‑on experience.
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- Deep understanding of Exchange architecture and Exchange Online, demonstrating the ability to troubleshoot and resolve complex issues efficiently.
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- Extensive experience in administering Exchange Server
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- Proficiency in Windows Server 2016 and 2019 concepts and administration, managing underlying infrastructure for Exchange environments effectively.
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- Design, administration, and/or support experience with Exchange On‑Premise and Exchange Online environments, demonstrating a strong grasp of their intricacies.
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- Experience in executing migrations from Exchange On‑Premise to Exchange Online, minimizing downtime and ensuring a seamless transition.
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- Working Knowledge and how they relate to clients, connectivity, security and management of Exchange
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Environments nn
- o Entra ID identity, authentication, and conditional access
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- o M365 security and compliance/Purview technologies (eDiscovery, DLP, ATP, OCAS, etc.),
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- o Networking (HTTP, DNS, TCP/IP) and web server
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- Strong problem‑solving skills, with the ability to analyze complex technical issues and provide effective solutions.
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- Excellent communication and interpersonal skills, enabling effective collaboration with cross‑functional teams and end‑users.
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- Willingness to work on weekends / evenings as required by the business.
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Office n

Provide technical support for Microsoft Office, Microsoft 365, and Copilot‑related scenarios.

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Experience supporting Microsoft Office or Microsoft 365 products.

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- Strong troubleshooting and analytical skills.
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- Good understanding of cloud services, identity, licensing, and tenant configuration.
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- Familiarity with Microsoft Teams, SharePoint, OneDrive, Exchange Online, and Office desktop/web apps.
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- Strong Interest in AI productivity tools,



especially Microsoft Copilot.
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- Troubleshoot issues across Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint, and web‑based Microsoft 365 experiences.
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- Support customers with Copilot enablement, licensing, access, prompt usage, and expected product behaviour.
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- Investigate incidents using logs, diagnostics, service health information, and customer reproduction steps.
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- Clearly explain technical issues, workarounds, and resolutions to both technical and non‑technical audiences.
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- Collaborate with engineering, product teams, and peer support teams to elevate complex or emerging issues.
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- Document known issues, troubleshooting steps, and customer‑ready guidance.
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- Identify trends in customer cases and contribute to product quality and supportability improvements.
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- Promote responsible AI usage, data protection awareness, and secure Microsoft 365 configuration practices.
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Additional Preferred Qualifications n

Optional (Experience in one or more of these areas desirable)

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

This position requires verification of Australian citizenship due to citizenship‑based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship‑based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

Security Clearance Requirements n

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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📌 Technical Support Engineer (Exchange) (Sydney)
🏢 Microsoft
📍 Sydney