Technical Support Engineer

Job Description

Technical Support Engineer – Microsoft Exchange

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Job Title: Technical Support Engineer – Microsoft Exchange

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Job Type: Full-Time

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Location: Redmond, WA (One In-person Round)

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Experience: 4+ Years

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Night Shift: 4.30pm PST to 1.30am PST

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Job Description

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We are looking for an experienced Technical Support Engineer with strong expertise in Microsoft Exchange and Microsoft 365 environments. The ideal candidate will be responsible for troubleshooting messaging issues, supporting Exchange infrastructure, resolving mail-flow problems, and providing production-level technical support.

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Key Responsibilities

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• Provide technical support and troubleshooting for Microsoft Exchange Server, Exchange Online, and Microsoft 365 environments.
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• Troubleshoot mail-flow issues, email delivery failures, SMTP errors, Outlook connectivity, mailbox issues, and authentication problems .
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• Monitor and analyze Exchange-related incidents using Message Trace, message headers, logs, and monitoring tools .
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• Troubleshoot DNS, MX records, SMTP, Autodiscover, and mail routing issues.
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• Handle production incidents, perform technical triage, and drive issues through resolution within defined SLA/SLO timelines.
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• Perform Root Cause Analysis (RCA) for recurring messaging and Exchange-related issues.
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• Work with infrastructure, networking, security, and application teams to resolve complex technical issues.
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• Create and maintain technical documentation, troubleshooting guides, and knowledge-base articles.
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• Support Exchange migrations, upgrades, configuration changes, and Microsoft 365 integrations as required.
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Required Skills

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• 4+ years of experience in Technical Support / Messaging / Exchange Administration .
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• Strong hands-on experience with Microsoft Exchange Server and/or Exchange Online .
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• Experience with Microsoft 365 / Office 365 administration and troubleshooting.
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• Strong knowledge of SMTP, DNS, MX records, Autodiscover, mail flow, and email routing .
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• Experience troubleshooting Outlook and mailbox connectivity issues .
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• Familiarity with PowerShell for Exchange and Microsoft 365 administration.
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• Strong incident management, troubleshooting, communication, and problem-solving skills.
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Preferred Skills

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• Experience with Active Directory and Azure AD / Microsoft Entra ID .
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• Knowledge of Exchange Online Protection (EOP) and email security.
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• Experience with Microsoft Defender for Office 365 .
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• Familiarity with ITIL, ServiceNow, SLA management, and production support .
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• Experience working in large enterprise environments.
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