Microsoft Technical Support Engineer - Office / Copilot 

Australia 

796224734

Qualifications

• 5+ years technical support, technical consulting experience, or information technology experience
• Knowledge of MS Office Applications (Word, Excel, PowerPoint)
• Understanding of client, server, networking, and Internet technologies fundamentals.
• Experience in network operations, software support or I.T. consulting.
• Candidates must also have strong customer service,accurateand logical problem solving, communication skills, and the ability to work in a team environment.
• Ability to use debug skills and source code access to troubleshoot and isolate problems to acomponentlevel.
• Create andmaintainincident management requests to product group or engineering group.
• Willingness to learnilot

Experience in one or more of these areas desirable:

• Knowledge about Officeusability and Performance Tuning
• Shared Service Provider Administration
• Service Applications.
• OCSI – Office Client Server Integration).
• Troubleshooting issues with Office Web Access.
• SharePoint developer experience
• Networking Troubleshoot experience
• .NetDevelopment/C++ Development/Java Development

Citizenship & Citizenship Verification: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 whererequiredby applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.

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

and Resolution

• Office & Copilot
• You own,investigate,and solve complex customer technical issues and act as anadvisor to the customer, collaborating within and across teams andleveragingtroubleshooting tools andpractices.
• Collaborate with internal teams toidentifyand resolve technicalissues.
• Document and track customer issues andresolutions.
• Continuously improve knowledge ofOffice andCoPilot software and related technologies
• Communicate technical information clearly and effectively to customers and internalteams.
• Maintain a customer-focused mindset and strive forhigh levelsof customer satisfaction.
• Fluent English oral and written communication skill isrequired.
• Demonstrated aptitude for providing exceptional customer service in politically charged

Readiness

• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professionalproficiencyto enable you to resolve complex customer issues, through training and readiness.
• You are willing tocross-skill andlearn new and evolving technologies(CoPilot).
• Continuously improve knowledge ofOffice &CoPilot software and related technologies
• Knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations,devising,and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties

Product/Process Improvement

• ngage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• Participate in on-call rotations to provide after-hours technical support asneeded.
• Contribute to the development of technical support processes andprocedures.
• Provide feedback to product development teams on customer needs andissues.
• Ability to enhance the technicalexpertiseof peers via the development of product training, mentoring of new hires, and through content development.
• Ability to apply technology to improve existing products and systems at customers and for internal use.
• Ability to activelyparticipate