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Technical Support Engineering

Technical Support Engineering

MicrosoftChina
30 天前
职位描述

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.

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 complex 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

Required

  • Bachelor or Master’s Degree in Computer Science or related field
  • 5+ years technical support, technical consulting or related customer-facing technology experience
  • Expertise in cloud computing services such IaaS and PaaS, especially Microsoft Azure services, including Azure VM, Azure network, Entra ID and so on
  • Strong knowledge of virtualization technologies such as VMware and Azure Virtual Desktop
  • Familiarity with networking concepts and troubleshooting especially in application layer
  • Proficiency in scripting languages such as PowerShell and Python
  • Excellent problem-solving ability and debugging experience in cloud and client applications
  • Excellent communication skills and strong teamwork ability

Experience in one or more of these areas desirable

  • Strong understanding of Windows 365 Cloud PC architecture, administration, and configuration
  • Strong knowledge of Microsoft Intune such as device management and access management
  • Programming experience in SQL and no-SQL scripting
  • Familiarity with Microsoft 365 apps and Microsoft Purview
  • Having Microsoft Azure certificates such as Azure Solution Architect Expert is a plus

    • Language Qualification

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

    • Responsibilities

    Responsibilities

    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 and leveraging troubleshooting tools and practices.
  • Maintain a customer-focused mindset and strive for high levels of customer satisfaction.
  • Communicate technical information clearly and effectively to customers and internal teams.

    • 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.

    • Product / Process Improvement

  • Engage with Microsoft Engineering / Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
  • Participate in on-call rotations to provide after-hours technical support as needed.
  • Contribute to the development of technical support processes and procedures.
  • Provide feedback to product development teams on customer needs and issues.
  • Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.
  • Ability to apply technology to improve existing products and systems for customers and for internal use.
  • Ability to actively participate in team support by proposing and implementing solutions.

    • 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