重庆招聘

Job ID 857830
Location China, Beijing
Job Category Customer Service & Support
Division Services & Support

Work Location: Beijing, China

Calling all talented SQL Escalation Engineers, Support Escalation Engineers and Premier Field Engineers with a passion for high focus and high complexity customer solutions!!

Premier Mission Critical (PMC) is one of our fastest growing offering with over 12 solutions and 9 customers located across GCR. To ensure the best possible support experience we have a Delivery Team Unit (DTU) in GCR who deliver all the proactive assessments, education and even reactive support.

As the customer base has been growing rapidly, I’m excited to announce additional Support Escalation Engineer roles dedicated to GCR. The DTU is a talented and dedicated team and we have a sr. level engineer position open in HK. We also can be flexible with the location with options for the right candidate to be based out of Hong Kong, Taipei, and Shenzhen. As the DTU is focused on ‘solutions’ we are looking for great candidates


PMC Solution Engineer

Are you ready to join Microsoft’s key engineering team to enable the success of Microsoft solutions in our most important customers? The Premier Mission Critical (PMC) Delivery Team Unit (DTU) is a team of our best engineers that drive higher performance and up-time for mission critical solutions built on Microsoft technology. You will have a chance to solve technically complex problems in world’s largest deployments. As a trusted advisor and member of the Premier Mission Critical Delivery Team Unit, you will have influence over the implementation and remediation of multi-million dollar solutions. Expect to work closely with other DTU members and the wider Microsoft Services team to integrate cross-product solutions. As a DTU member your role is critical to the success of our customers’ solutions and you will need to manage relationships with a key group of approximately 20 of our most critical customers.

Troubleshooting at this level is not scripted. You will be designing and driving the discovery and potentially unique solution for each of your customer’s situations as part of the DTU. As part of a DTU many resources are at your disposal, including the other CTS engineers and local engineers to be your eyes and ears onsite. The product group and the years of tenured engineers around you are all available to enable your determination of the course of solution. In this professional role, your contribution and overall impact is self-directed and the opportunities are rich.

During the course of troubleshooting, you may uncover software defects have opportunities to improve the customer experience and the chance to influence the current and future design of the product by working directly with the product team. There are also opportunities to create IP and internal training and content for new product releases. A DTU member operates in a continuous learning environment and you will develop ever increasing depth skills as a subject matter expert as well as get experience across various Microsoft solutions. You will become the world’s best in your area of expertise and a Trusted advisor to your customers.

This position will require you to work a rotational on-call schedule. You will also have the opportunity for some occasional domestic and or international travel.

Skills/Knowledge
- Excellent communication & influence skills - Spoken and written both in English and Chinese (including technical writing)
- Outstanding customer service skills
- Passion for lifelong learning, personal and professional development
- Ability to works well in a team environment and demonstrate your excellent technical leadership & problem-solving skills
- Excellent presentation, negotiation & analytical skills.

Roles and Responsibilities

- Support corporate customers via telephone, email, and occasionally in person regarding finding solutions for technically complex problems identified in a customer’s environment or in Microsoft software products
- Contribute to a solution wide proactive plan that helps your customers solution get healthy and stay healthy
- Demonstrate your technical leadership and helping your peers. Be part of a team and develop your skills as you solve complex technical issues with access to both broad and in-depth product knowledge.
- Manage relationships with your customers and provide technical documentation for the troubleshooting steps in pursuit of the technical resolution
- Create, analyze, recommend & present assessment, fact findings, and root cause analysis to sr. level customers.
- Report software bugs and be an advocate for product improvement using customer suggestions.
- Conduct technical training & ability to be an effective Microsoft technology speaker.
- Develop specialized expertise by supporting Microsoft technologies. Document your knowledge and share your experience as you contribute to the Knowledge Base.
- Learn to use network capture as well as tools for debugging and root cause analysis
- Author and deliver “in depth” technical training to other engineers
- Be an early adopter of pre-released products and participate in product improvement feedback

Experience

- Strong depth knowledge of SQL administration, design, and engineering, plus performance tuning and BI are must.
- Eight or more year’s industry experience with more than 2 years working experiences as an Escalation Engineer, Support Escalation Engineers or sr. Premier Field Engineer will be highly considered.
- MOSS, SCOM, SCCM, Cloud, CRM or ERP knowledge will be highly considered.
- Enterprise, Infrastructure & business architecture will be plus
- ITSM, ITIL and MOF knowledge will be plus

Microsoft is an equal opportunity employer and supports workforce diversity.

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。