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Technical Support Advisor - Exchange

Microsoft Corporation

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world.

You can help us to achieve our mission. With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. Our Modern Work team as part of the CEnS organization is looking for Technical Advisor for Exchange, who have a passion for delivering customer success to help build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. The Technical Advisor for Exchange will be a service delivery focused subject matter expert.

You will own incident metrics such as well as ensuring the overall quality of the Microsoft's customer support experience. You will work with engineers in the regional team providing technical mentorship and readiness. Your will also unblock customer technical issues directly with support engineers and ensure collaboration across Modern Work teams.

Responsibilities Responsibilities - Approve and review technical escalations - Own case management duties - Contribute to the creation of readiness plans and content - Improve existing and develop new troubleshooting workflows and troubleshooting guides - Enable swarming and collaboration activities, including advanced troubleshooting - Provide ramp activities for junior engineers including knowledge sharing, technical coaching and mentoring - Drive technical collaboration and engagement across Microsoft - Release management and deployment Qualifications Required/Minimum Qualifications - Deep understanding of Exchange Architecture and Exchange Online - Deep troubleshooting skills with Exchange and O365 administration. - Experience with Exchange 2010, 2013 and 2016 - Experience with Windows Server 2012 and 2016 - Experince with design, administration and/or support experience with Exchange On-Premise and Exchange Online environments - Experience with Migrations to Exchange On Pr.


Date28 July 2022

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