Technical Support Engineering

Overview

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.

Within MCAPS - Core, 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 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.

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

Job Description :

• 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
  
  

Qualifications

Required Qualifications:

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

Language Qualification

English Language: fluent in reading, writing and speaking.

Additional 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.
  
  

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.