Technical Support Engineer (SharePoint)

Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices. Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness. The ideal candidate combines strong technical knowledge with excellent customer service skills and is passionate about delivering high-quality end-user support and continuous service improvement. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience SharePoint: Advanced technical knowledge about SharePoint Server and SharePoint Online Experience of investigating complex SharePoint issues relating to administration, performance and customization. Understanding of identity and authentication/authorization with Windows Active Directory Services and Azure Active Directory Experience of web development technologies, e.g. ASP.NET, HTTP, JavaScript, HTML5, CSS, React, Angular Understanding of client/server, networking, and Internet technologies fundamentals Demonstrated ability to troubleshoot and resolve complex issues efficiently. Diagnose and resolve Copilot-related issues, including access, permissions, licensing, and functionality problems. Respond to support tickets and service requests within established SLAs. Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions. Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and end-users. Willingness to work on weekends / evenings as required by the business. Good understanding of cloud services, identity, licensing, and tenant configuration. Support customers with Copilot enablement, licensing, access, prompt usage, and expected product behaviour. Investigate incidents using logs, diagnostics, service health information, and customer reproduction steps. Clearly explain technical issues, workarounds, and resolutions to both technical and non-technical audiences. Collaborate with engineering, product teams, and peer support teams to escalate complex or emerging issues. Document known issues, troubleshooting steps, and customer-ready guidance. Identify trends in customer cases and contribute to product quality and supportability improvements. Optional (Experience in one or more of these areas desirable) Debugging and scripting skills with PowerShell and Graph API Utilizing scripting to automate tasks and streamline Exchange administration. Experience managing or supporting Skype for Business/Teams /SharePoint Server/SPO/Office. Development experience with programming languages such as PowerShell, Java, C++ and C#. Knowledge and experience with PowerShell is a plus 1. Fast learner and willing to learn new technologies. 2. 4. Strong communication skills - Fluent oral & written English 5. Effective, polished interactions with customers to gather information. 6. 7. Logical and Critical thinking. 8. Passion for technology and customer support Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *