Technical Support Engineer - Office / Copilot
@ Microsoft

Sydney, New South Wales, Australia
$120,000
On Site
Full Time
Posted 10 hours ago

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Job Details

Overview

Microsoft's Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through excellent customer experience. The Technical Support Engineer - Office / Copilot role is part of the Customer Service & Support (CSS) team, where you will own, troubleshoot, and resolve complex customer technical issues. This role supports Microsoft’s portfolio of solutions, accelerates AI transformation for customers, and provides technical coaching and mentoring.

Responsibilities

  • Own, investigate, and solve complex customer technical issues.
  • Advise customers and collaborate across teams using troubleshooting tools.
  • Lead community building and technical readiness programs.
  • Engage with engineering teams to investigate product defects and drive improvements.

Qualifications

Required qualifications include a Bachelor's degree in Computer Science, IT or related field along with 3+ years of technical support experience (or equivalent), proficiency with MS Office Applications, and strong skills in customer service, problem solving, and communication. The candidate must have the ability to troubleshoot at the component level and be willing to learn Copilot Technology.

Desirable Experience

  • Understanding of Office usability and performance tuning.
  • Experience with Shared Service Provider Administration and Service Applications.
  • Background in SharePoint development, networking troubleshooting, or software development in Net/C++/Java.

Additional Information

This position may require shift rotations to support customers in the New Zealand time zone. Applicants must be Australian citizens due to legal restrictions, and successful candidates will need to pass Microsoft Cloud Background Check screenings.

Key skills/competency

  • Technical Support
  • Troubleshooting
  • Customer Success
  • Consulting
  • Technical Coaching
  • Readiness Programs
  • Automation
  • Incident Management
  • Networking
  • Copilot Technology
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How to Get Hired at Microsoft

🎯 Tips for Getting Hired

  • Customize your resume: Highlight technical support and troubleshooting skills.
  • Research Microsoft: Understand company culture and mission.
  • Tailor your application: Emphasize customer success experience in technical roles.
  • Prepare for interviews: Develop answers on resolving technical issues and teamwork.

📝 Interview Preparation Advice

Technical Preparation

Review MS Office tools and troubleshooting logs.
Practice diagnosing network and server issues.
Update technical documentation skills and tool use.
Study Copilot and Office performance tuning basics.

Behavioral Questions

Describe a time you solved complex issues.
Explain your teamwork during challenging projects.
Discuss a situation of effective customer support.
How do you manage shift work stress?

Frequently Asked Questions