Technical Support Engineer (SharePoint)

SEEs apply deep technical expertise to troubleshoot advanced scenarios, lead critical escalations, and act as trusted advisors to customers, peers, and engineering teams. Beyond resolving cases, SEEs play a key leadership role within support organisations by mentoring engineers, reviewing case quality, leading readiness initiatives, and sharing technical knowledge to improve the overall capability of the team. They partner closely with Engineering, Product Groups, CSAMs, and other stakeholders to advocate for customer needs and drive long-term product and service improvements. A successful SEE combines strong technical depth with exceptional customer focus, communication, critical thinking, and collaboration skills. They are expected to take ownership of sensitive or high-profile issues, improve support processes and tooling, identify recurring trends, and help prevent future incidents through proactive guidance and continual improvement. 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. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience o OR 3+ years of technical support, technical consulting experience, or information technology experience Advanced technical knowledge about SharePoint Server and SharePoint Online Experience of investigating complex SharePoint issues relating to administration, performance and customization. Experience with Copilot / AI and or willingness to learn Understanding of identity and authentication/authorization with Windows Active Directory Services and Azure Active Directory Understanding of client/server, networking, and Internet technologies fundamentals Experience of web development technologies, e.g. ASP.NET, HTTP, JavaScript, HTML5, CSS, React, Angular Knowledge and experience with PowerShell are a plus Communication - explain complex issues clearly and set expectations effectively. Customer Empathy - understand customer impact and build confidence during difficult situations. Critical Thinking - analyse problems logically and make data-driven decisions. Willingness to learn - Be open to say when you don't know, stay curious to find the answer. Ownership & Accountability - take responsibility and follow through on commitments. Stakeholder Management - work effectively with customers, peers, engineering, and leadership. Influencing & Collaboration - drive outcomes across teams without direct authority. Resilience & Adaptability - remain calm under pressure and adjust to changing priorities. Time Management - balance multiple high-priority cases and commitments. Leadership & Mentoring - coach others, share technical knowledge, and drive readiness. Growth Mindset - continuously learn, seek feedback, and improve This position requires flexibility in working shift based on the business needs. The working shift may vary depending on the operational demand, and it may include a fixed weekend day ( for example Tuesday to Saturday or Sunday to Thursday) or shift rotations. For e.g. - Monday to Friday from 11:00AM to 7:00PM, or Tuesday to Saturday from 7:00am to 4:00pm or Sunday to Thursday from 10:00am to 6:00pm. 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. *