Technical Support Engineering- SharePoint Online & One Drive
Microsoft
Technical Support Engineering- SharePoint Online & One Drive
Bangalore, Karnataka, India
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Overview
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.
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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
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 customer 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.
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.
Support Engineers (SE) serve as Senior technical leaders for customers, via phone and email. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.
Successful engineer skill set:
o Problem isolation and solving techniques.
o Ability to navigate highly complex technical and political issues requiring expert product or service knowledge.
o Act as a subject matter expert regarding product / configuration.
o Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.
The ideal candidate works well in a team:
o Strong collaborator across the business, including our Development Teams.
o Ability to receive feedback and recognize areas of improvement.
o Keeps stakeholders informed to ensure customer success.
We are looking for someone who is dependable:
o Demonstrates ability to consistently make and keep commitments to customers and team members.
o Effective time management by utilizing available time to progress current cases forward.
o Proactively looking for opportunities to contribute to the success of the team.
o Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.
Qualifications
Required Qualifications:
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.
Language Qualification
English Language: fluent in reading, writing and speaking.
Responsibilities
• Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering
• 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