Exchange Online Support Escalation Engineer

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Employer: Microsoft
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 27.07.2019
    Short company description

    It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.

    Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.

    In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.

    If shaping a better, more exciting future is what motivates you, you’ll be in good company.

    Find out more about Jobs at Microsoft Romania and apply.


    This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.

    Microsoft envisions a mobile-first, cloud-empowered world. A world of endless possibilities. A world where passionate innovators come to collaborate in order to empower every person and every organization on the planet to achieve more. We’re a glimpse ahead, reinventing the way we work, play, learn and do business. Bring your vision to ours!

    YOU are an analytical person, passionate about technology. You enjoy taking things apart and building them back together, because understanding and solving technically complex issues is what drives you. You are looking for highly experienced colleagues to help you deepen your technical knowledge. At the same time, you thrive in an international environment by communicating well in English and a second foreign language with knowledgeable IT professionals within large corporate customers and by maintaining long-lasting business relationships with them.

    Depending on your level of seniority, you already know at least some of the following technologies (and wish to learn the others):

    Good understanding of Exchange On-Premise Technologies (Exchange Server)
    Experience in designing and deploying Microsoft Exchange Server 2010, 2013, and 2016 Enterprise and Standard Editions Experience with Exchange Server migration scenarios.
    Experience with high availability scenarios for Exchange, such as Database Availability Groups and Windows Failover Clustering.
    Experience with Exchange Server disaster recovery to include DR planning and testing
    Familiar with Windows Server and Microsoft Exchange log interpretation
    Good understanding of Exchange Online Technologies (EXO, EOP)
    Good understanding of retention policy and Exchange Online Archive
    Basic understanding of Office 365 identities
    Good understanding of Autodiscover service and Exchange ActiveSync (EAS)
    Basic understanding of SMTP, POP/IMAP and Exchange Web Services (EWS)
    Familiar with O365 Hybrid Deployment (requirements, setup, migration)
    Background in working with messaging related technologies.
    Basic understanding of Windows Server technologies (Active Directory)
    Good understanding of Microsoft’s cloud offerings
    Ideally, you might also be familiar with:

    General Networking knowledge
    Hyper-V or other virtualizing Technologies
    ADFS/SSO integration
    Azure Active Directory and directory synchronization for Office 365 (DirSync)
    Windows PowerShell and Scripting
    Experience with network captures and network troubleshooting
    Active Directory (architecture, design, disaster recovery and troubleshooting), IIS & TMG.

    But if you are not, we will teach you.


    Job Scope and Requirements:

    Troubleshoot and provide initial triage and investigation of customer cases from frontline support. Escalate to multiple Engineering teams as needed
    Act as liaison between frontline support and engineering teams / Business Group
    Provide initial analysis and routing of issues that come in from support daily
    Assist in the resolution on any support escalations that do not need to go to development, but do require action from tier 3 or engineering
    Educate Frontline / Tier 2 support on issues that did not require escalation to engineering but were escalated in order to improve process adherence.

    Other info

    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

    Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.