The Exchange Engineers handle inbound calls from both individuals and corporations for all problems dealing with Exchange Server. There are multiple teams within the Exchange group that handle different aspects of the platform. One such team is the disaster recovery team. This team typically handles calls from Administrators that have no backups and have corrupts stores so they are stuck and the Engineer walks them through the process of restoring services and recovering whatever data possible. Thorough note taking is a must and an in-depth knowledge of the product, beyond daily administration is a must.
A support engineer is basically a troubleshooter of computers. You work with customers over the phone to diagnose their computer issue, do troubleshooting to isolate the affected part of the program, determine the root cause, and resolve this problem for them. Some of the best engineers don’t ever see or touch the affected computer or system and can talk a customer thru every stage.