Windows Application Support Engineer

24 hours ago

Taguig, National Capital Region, Philippines Cognizant Full time ₱900,000 - ₱1,200,000 per year

Overview

The Core Windows App Support Engineer will resolve escalated technical issues from L1 service desk related to Outlook, Teams, SharePoint, and Exchange. This expert will provide advanced troubleshooting, configuration, and user support for the core Microsoft 365 productivity and collaboration suite.

Key Responsibilities

  • Provide technical support for complex incidents and service requests escalated from L1 agents across MS Outlook, Teams, SharePoint, and Exchange.
  • Diagnose, troubleshoot, and resolve advanced application, integration, sync, and configuration issues.
  • Manage user accounts, permissions, policies, and service integrations in Microsoft 365 Admin Center and relevant portals.
  • Escalate and coordinate with Microsoft or senior engineering teams when needed for unresolved problems.
  • Document escalated issues, troubleshooting steps, and permanent solutions in the knowledge base for future reference.
  • Perform regular system health checks, update management, and assist with migration tasks as required.
  • Provide guidance, mentoring, and training to L1 staff to improve first-contact resolution rates.
  • Track, analyze, and report on incident trends to support service improvement initiatives.
  • Collaborate closely with product owners and business stakeholders to address recurring or critical problems.

Required Skills & Experience

  • Good English communications skills
  • 3+ years' hands-on experience in technical support roles, including 2+ years' direct experience with Microsoft 365, Outlook, Teams, SharePoint, and Exchange.
  • Advanced troubleshooting skills in Exchange Online, mailbox management, Teams configuration and policy management, SharePoint permissions and sync, and Outlook client issues.
  • In-depth knowledge of Microsoft 365 Admin Center tools, PowerShell scripting for admin tasks, and cloud-based collaboration environments.
  • Strong understanding of service desk operations and escalation processes for L2 incidents.
  • Excellent communication skills for user support, documentation, and training.
  • Industry certifications such as Microsoft Certified: Modern Desktop Administrator, Messaging Administrator, or equivalent are preferred.

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