Support Engineer 2(职位编号：806788)
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：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：一年以上
- 学历要求：本科
- 语言要求：英语精通
- 职位类别：技术支持/维护工程师
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 806788
Product: (Not Product Specific)
Division: Services & Support
Main Responsibilities:
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.
- Act as the second tier support to take the escalation and solve the customer issue from subsidiary.
Effective Communication & Collaboration
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
- Collaborate with Product team to create quicker issue resolution to achieve high customer satisfaction.
- Collaborate with Tech Leads and escalation resources when appropriate. Report software bugs and customer suggestions.
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.
Operational Precision
- Adhere to published queue or call back schedule and be available for on-call duty, 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.
Qualifications:
1. Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience with IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
2. In-depth understanding of technical areas below:
2.1. Microsoft failover Cluster (Admin or Senior SE experience; Configure, Admin, and Troubleshooting experience on File Server Cluster, SQL Cluster, Exchange Cluster scenarios)
2.2. Storage related experience (EMC, IBM, HP SAN Storage admin experience, SCSI, iSCSI, NAS)
2.3. Network troubleshooting (Protocol: TCP/IP, SMB, etc; troubleshooting experience like NetMon, Ethereal, Wireshark tools).
2.4. Virtualization (Hyper-V, VMWare experience)
2.5. Microsoft Windows Client products, Server Products (including SBS Server) Setup and configuration, other OS products (System Center can be a plus).
3. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit. Excellent verbal and written English skills.
4. MCSE certification is a plus.
5. Strong analytical logic and problem troubleshooting skills.
6. C/C++ programming experience is preferred with some script coding skillset.
7. Oversea or multi-national working experience is preferred.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 806788
Product: (Not Product Specific)
Division: Services & Support
Main Responsibilities:
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.
- Act as the second tier support to take the escalation and solve the customer issue from subsidiary.
Effective Communication & Collaboration
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
- Collaborate with Product team to create quicker issue resolution to achieve high customer satisfaction.
- Collaborate with Tech Leads and escalation resources when appropriate. Report software bugs and customer suggestions.
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.
Operational Precision
- Adhere to published queue or call back schedule and be available for on-call duty, 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.
Qualifications:
1. Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience with IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
2. In-depth understanding of technical areas below:
2.1. Microsoft failover Cluster (Admin or Senior SE experience; Configure, Admin, and Troubleshooting experience on File Server Cluster, SQL Cluster, Exchange Cluster scenarios)
2.2. Storage related experience (EMC, IBM, HP SAN Storage admin experience, SCSI, iSCSI, NAS)
2.3. Network troubleshooting (Protocol: TCP/IP, SMB, etc; troubleshooting experience like NetMon, Ethereal, Wireshark tools).
2.4. Virtualization (Hyper-V, VMWare experience)
2.5. Microsoft Windows Client products, Server Products (including SBS Server) Setup and configuration, other OS products (System Center can be a plus).
3. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit. Excellent verbal and written English skills.
4. MCSE certification is a plus.
5. Strong analytical logic and problem troubleshooting skills.
6. C/C++ programming experience is preferred with some script coding skillset.
7. Oversea or multi-national working experience is preferred.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
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。
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。