Technical Support Engineering
Microsoft · Posted Oct 14
Software, cloud computing, artificial intelligence, and hardware services
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About the role
MCAPS-Core unites product, engineering, marketing, sales, customer success, and partners around a common customer mission to help customers realize value faster and turn innovation into measurable business impact. Within MCAPS-Core, the Customer Service & Support (CSS) organization delivers a seamless support experience for consumers, businesses, and partners using Microsoft's AI technology. This Technical Support Engineer role will own, troubleshoot, and resolve customers' technical issues, including escalated SharePoint and OneDrive cases.
What you will do
- 4+ years of troubleshooting experience in IT support roles focused on Microsoft technologies.
- 3+ years of experience supporting SharePoint (Online and On-Premises: 2010, 2013, 2016, 2019) and OneDrive for Business.
- Strong understanding of SharePoint architecture, content deployment, site collections, and governance.
- Experience with SharePoint and OneDrive compliance and security features, including DLP, eDiscovery, and retention policies.
- Familiarity with OneDrive sync client, file restore, sharing permissions, and storage management.
- Experience with PowerShell scripting, ULS log analysis, and SharePoint migration tools.
- Familiarity with the Microsoft 365 ecosystem and SharePoint integration points.
- Own, troubleshoot, and resolve customer technical issues using collaboration, troubleshooting best practices, and transparent communication across teams.
- Identify cases requiring technical or strategic escalation.
- Create and manage incident requests with Product Group and Engineering teams.
- Drive technical collaboration and engagement across CSS, Product Engineering, Services, Support, and regional teams.
- Lead or participate in knowledge-sharing communities and peer support initiatives.
- Responsible for delivering a positive customer support experience and representing Microsoft professionally.
- Own and resolve escalated SharePoint and OneDrive issues that are technically complex, time-sensitive, or politically sensitive.
- Responsible for the customer support experience with Microsoft
- Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
- Identify cases that require escalation, either technically or strategically
- Create and maintain incident management requests to product group/engineering group
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
- Lead or participate in building communities with peer delivery roles
Skills used in this role
What the employer is looking for
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
- English Language: fluent in reading, writing and speaking.
- 4+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies
- 3+ years of experience supporting SharePoint (Online and/or On-Prem: 2010, 2013, 2016, 2019) and OneDrive for Business.
- Strong understanding of SharePoint architecture, content deployment, site collections, and retention policies.
- Exposure to compliance and security features in SharePoint and OneDrive (e.g., DLP, eDiscovery, retention policies).
- Familiarity with OneDrive sync client, file restore, sharing and permissions, and storage limits.
- Strong understanding of SharePoint architecture, content deployment, site collections, and retention policies 5.
- Experience with PowerShell scripting, ULS log analysis, and SharePoint migration tools.
- Familiarity with Microsoft 365 ecosystem and integration points with SharePoint.
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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