Technical Support Engineer

1 month ago

Shanghai, Shanghai, China Microsoft Corporation Full time

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.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish.

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 30% 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.

Responsibilities

Response and Resolution


• You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness


• You participate in communities with peer delivery roles.


• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement


• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

Qualifications

  • 5+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ year(s) technical support, technical consulting experience, or information technology experience
  • Experience inNetwork,Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration& Troubleshooting
  • Experience in Linux, Mac, IOS, Android development, administration or troubleshooting
  • Enterprise cloud experience with any of the major cloud providers
  • Experience in supporting large and complex geographically distributed enterprise environments with 1000+ users

Experience/Certification in one or more of these areas desirable

  • Experience in cyber security engineering, supporting or consulting
  • Experience in system administration with focus on security
  • Experience in cloud security, endpoint security, server security, threat analytics
  • Experience inanti-virus, intrusion detection,security operations center (SOC)

or SIEM products

  • Experience in penetration test and vulnerabilityfix
  • Experiencein Security Incident Response
  • Knowledge ofthe products below:

Microsoft Defender for Endpoint

Windows Defender Anti-virus

Microsoft Defender for Cloud Apps

Microsoft Defender for Identity

Microsoft Advanced Threat Analytics

Microsoft Defender for Cloud

Microsoft Sentinel

Microsoft Defender for Internet of Things (D4IoT)

  • CISSP, CISP, CCSP,CISA, CISM, RHCE

Language Qualification

Mandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.

#CyberDefender

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ) .


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