Support Escalation Engineer (职位编号:1082157)
微软全球技术支持中心 (APGC CSS)
- 公司规模:500-1000人
- 公司行业:计算机软件
职位信息
- 发布日期:2019-07-30
- 工作地点:上海
- 招聘人数:若干人
- 工作经验:无工作经验
- 学历要求:本科
- 职位类别:技术支持/维护工程师
职位描述
Job # 1082157
Locations China, Shanghai
Job families Customer service & support
Teams Applications and services
Mooncake (Azure, National Cloud in China) Support is part of CSS GCR which focuses on providing commerce, presales and technical support for Microsoft Azure across China, where Azure is one of the fastest growing service of Microsoft.
We are looking for a customer focused Service Engineer passionate about site up, availability, and supportability of Azure platform. This role will be accountable for diagnosing and troubleshooting mission critical customer applications built on the Microsoft Azure platform. The successful candidate will be able to demonstrate breadth while managing complex, high available services with a deep understanding of the underlying components, concepts (Azure Platform, Azure SDK, migration), and work directly with customers, Customer Support, LiveSite Teams, and Engineering and supportability.
Responsibilities include:
- Ability to quickly identify customer issues to specific Azure Services or Azure Platform; being able to conduct in-depth diagnostics on core Azure platform and services.
- Ability to work with Engineering group effectively.
- Ability to analyze, troubleshoot, and remediate Azure software, network and datacenter stacks and bring quicker resolutions.
- Identify and implement learnings from service investigations to improve Azure platform architecture, drive continuous improvement in the Azure platform by incorporating feedback from internal/external customers
- Develop tools, scripts to automate troubleshooting activities
- Provide customer escalation analysis and leveraging data to drive further improvements in the platform, tooling improvements
- Identify and drive requirements for increased customer self-supportability
- Identify and drive implementation of customer centric mitigation levers and playbooks for Operations
- Respond to and resolve critical customer issues as part of a 24x7 on-call rotation and attend urgent ad-hoc requests
Required Soft Skills
Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues
Strong communications skills
Effective, polished interaction with customer to gather information
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing.
Required Technical Skills
Knowledge of at least one of the following domains: Cloud Computing, Microsoft Azure Platform, Server Operating System (Windows/Linux)/Virtualization/Networking.
Microsoft Azure Platform
– Microsoft Azure architecture and its components (Fabric, Compute, Storage)
– Knowledge of Windows Azure Platform services
Server Operating System (Windows/Linux)/Virtualization/Networking
– Master in supporting Windows Servers.
– Master in supporting Linux (Redhat/Ubuntu/etc).
– Experienced in Microsoft Enterprise solutions: AD, OS Security, System Center, Hyper-V, Exchange, Cluster, etc.
– Experienced in network configuration, troubleshooting, subnetting: proxy services/servers, vpn access, http, tcp/ip protocols, ip-table and route table support, general DNS services and route/bandwidth problem diagnostics.
– Experienced in Web Server troubleshooting: IIS, PHP, Apache, Tomcat, WordPress, etc.
– Experienced in Storage performance fine-tune.
– Experienced in Enterprise Security solution design and troubleshooting.
– Experienced in 3rd party application level troubleshooting or issue isolation.
EXPERIENCE
At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
EDUCATION/CERTIFICATION
B.S. degree in Computer Science or equivalent experience
employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
职能类别: 技术支持/维护工程师
公司介绍
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月,微软投资在上海设立微软大中华地区技术支持中心,(微软大中华区全球技术支持中心前身)这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心,开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月,增加投资在客户服务部门,客户服务部门正式加入全球技术支持中心。2007年年底,全球技术支持中心迎来了在中国的十周年庆典,并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月,组织荣获赛迪集团颁发的“辉煌十年,卓越企业”奖。2010年2月至6月,参与亚太顾客服务协会的杰出顾客关系服务奖的评选,一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队,向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月,赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就,授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一,微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人,分布在亚洲的14个城市中。