Technical Support Engineer

2 weeks ago

Shanghai, Shanghai, China Microsoft Full time

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications

1. Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience with minimum of 2 years IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
2. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.
3. Good verbal and written English skill is a big plus;
4. Strong analytical logic and problem troubleshooting skills.
5. In-depth understanding of Active Directory, PKI, TCP/IP or other related products/technologies.
6. C/C++ programming experience is preferred.

Responsibilities

The position will represent Microsoft and provides technical support to Microsoft Enterprise Premier Customers across China mainland with the high customer satisfaction. The candidate is required to be able to identify the root cause and provide our customer with the solution in a timely manner for mission critical issues of Active Directory and PKI.

Main Responsibilities:
===================
1. Customer Issue Resolution & Responsiveness
- Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
- Define and understand the customer issue by creating the adequate reproduction scenarios.
- Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.

2. Effective Communication & Collaboration
- Identify the right resource to collaborate with for tough & political hot problem.
- Collaborate with cross-group peers both proactively and reactively.
- Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

3. Training & Readiness
- Identify current knowledge deficiencies/training needs, as well as potential future needs.
- Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
- Make effective technical presentations, both internal and external.
- Provide documentation and mentoring to others within your technical specialty.
- Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies/training needs, as well as potential future needs.
- Work with your manager and Tech Lead (where appropriate) to develop a comprehensive personal/technical development plan.
- Implement your development plan, actively seek development opportunities, and complete all scheduled training.
- Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.

4. Operational Precision
- Adhere to published queue or call back schedule as necessary.
- Use appropriate documentation and utilization and / or labor tracking methods to account for time.
- Manage and prioritize your workload while keeping team members and management appropriately informed.
- Participate in ad-hoc projects per management request or business need.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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