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Job Title

Support Engineer – Exchange Online/On Prem

Department

Professional Services and Solutions

Level

Senior

Location

Cairo, Egypt

Role Description

Support Engineer: Exchange Online

The support engineer is a trusted advisor to IT professionals; you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of the value of the solution. You will have a chance to solve technically complex problems for some of the world’s largest companies as well as smaller companies on the leading edge of their industry.

Support Engineering role:

 

As a support engineer, you will solve high-level complex problems involving broad, in-depth product knowledge or in-depth product specialty, which may include support for additional product lines.

Required Skills

Key Responsibilities:

 

As a Support Engineer you will be responsible for customer communication via phone, email, chat or on site to assist customers in resolving technical issues involving products and services. You will have the opportunity to foster positive customer relationships and build customer loyalty, while effectively managing challenging situations.

 

It’s your chance to:

 

  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
  • Exhibit leadership through personal responsibility, accountability, and teamwork.
  • Act as a technical focal point in cooperative relationships with other companies.
  • Manage crisis situations that may involve technically challenging issues and diverse audiences.
  • Own and resolve technically complex mission critical or politically hot customer issues
  • Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
  • Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
  • Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
  • Earn certifications as an MCSE, MCSD or MCPD.

Qualifications & Certificates

Recommended qualifications include:

 

Superior problem-solving and troubleshooting skills at the system engineer level; exceptional customer service, overall communication, and technical writing skills Must have sufficient technical depth to communicate with development and other internal organizations at a peer level; Must possess the ability to work independently with minimal management supervision and as part of a regional team of engineers; Demonstrated aptitude for providing exceptional customer service in politically charged environments; Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems for customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions; Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers.

 

Technical Requirements:

  • Deep understanding of exchange architecture
  • Deep troubleshooting skills with Exchange
  • Experience with Exchange in 2016 and 2019
  • Experience with Windows Server 2012 and 2016
  • Design, administration, and/or support experience with Exchange On-Premises and Exchange Online environments
  • Experience with Migrations to Exchange on Premises to Exchange Online
  • Troubleshooting skills with Exchange Transport and Client Access
  • Troubleshooting experience with device syncing
  • Experience with Exchange Disaster Recovery Scenarios
  • Deep understanding of Active Directory and DNS

Education:

 

A college degree, preferably in computer science, is preferred. MCSE is strongly preferred but not required at hire. Related field (or equivalent) experience will be considered.