重庆招聘

Job ID 897982
Location China, Shanghai
Job Category Customer Service & Support
Division Services & Support

Job Location

Shanghai, China

Job Description

This position is responsible for delivering proactive remote service to our global customer in Remote Delivery Center (RDC) team of Microsoft Global Business Support in Shanghai, China. RDC, as one of our future delivery model, is driving profitable business and customer outcomes though remote proactive service. The RDC Engineer, reporting to RDC team manager, will represent Microsoft to help accelerate customer adoption and productive use of Microsoft products, through trusted advisor relationships and through the optimization and successful implementation of technology. The candidate is required to be able to deliver remote proactive service and provide solutions of mission critical issues remotely to WW Microsoft Enterprise Premier Customers with outstanding quality. Night shift or early shift may need based on business needs.

MAIN RESPONSIBILITIES

1. Proactive remote service delivery to global customers, including RaaS, RaaS+, remote IPs and advisory cases with high CPE result.

2. Earn customer & partner loyalty for lifetime by reducing customer effort through quality engagements, trusted advisor relationships, customer knowledge, & insight.

3. Continue to grow and develop specialized expertise in complex MS technologies, and contribute to the overall growth of the team’s technical knowledge;

4. Compliance with the service operation processes for execution excellence.

5. Contribute to profitability through engineer preparedness, precision delivery, and utilization of a standard business operation foundation.

6. Help Premier drive more business opportunities during delivery for growing market share.

Competencies:

1. Strong presentation skill

2. Excellent oral and written in English

3. Good understanding of ITIL/Service Management

4. Technology expertise on AD

5. Communication skills and ability to delight customers, take lead and control the communication with frustrated or upset customers

6. Teamwork

Qualifications:

1. 3+ years working experience in IT service or relevant industry

2. Outstanding customer service and support skills.

3. Excellent written, oral and presentation skills in English, Native English is preferred (3.5 – 4 points)

4. Ability to deliver workshops or perform presentations in front of technical and non-technical audiences.

5. Ability to work independently with minimal management supervision

6. Ability to manage challenging technical issues by setting customer expectations, devising and implementing action plans and professionally communicating to all parties involved.

7. Good knowledge of IT service management is preferred.

Technical Requirements:

1. In-depth theoretical knowledge and practical experiences in Active Directory, Security, Authentication, PKI and other relevant technologies

2. Familiarity with industrial integrated solutions based on Active Directory and other Microsoft and third-party products

3. Knowledge and experiences in Identify and Access technologies (e.g., Identify Federation)

4. Strong knowledge about networking and other Operating System components

5. IT public certificates (MCSE, MCSA, MCITP, CCNA, CISSP/CISA) will be a plus

6. Project Management experience will be a plus

Education:

- Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience

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。