Amalga UIS Support Engineer(职位编号：815018)
微软销售市场和服务集团 （SMSG）
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 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：三年以上
- 学历要求：本科
- 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: 815018
Division: Services & Support
Role Purpose
As a Support Engineer you will interact directly with our healthcare customers to support their installations of Caradigm products to deliver remote telephone technical support. Our healthcare customers are world class institutions using our products to deliver patient care, and they will rely on your expertise to help provide high-quality technical support. A key element of your role will be too have deep understanding of the customer’s environment, how they use our products and how we can best help them meet their needs. Each new team member will go through extensive training before initial customer interaction as this is a unique opportunity to shape the reputation of Caradigm as a best in class healthcare solutions provider.
Team/Department Mission
Caradigm is a new Joint Venture formed by Microsoft and GE Healthcare offering innovative software solutions for the healthcare industry. Support Engineers will be part of a team responsible for driving successful support services of our new enterprise healthcare systems. This position will be in the Caradigm Support Team.
Key Accountabilities
- Act as the primary technical support resource requiring high conversational level technical expertise across all Microsoft products and specialized skills in the Caradigm technology.
- Provide real-time telephone and e-mail support to customers, and maintain a support incident database
- Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
- Work closely with customers to understand their issues and perform root cause analysis
- Help customers establish processes to manage and maintain systems post-deployment
- Troubleshoot server hardware and configuration for optimal system performance
- Provide input to the development team on product enhancements
- Be part of a team Delivering 24x7 remote Technical Support
- Participate in early assist for key products in order to maintain product knowledge and ensure delivery of high quality support to Caradigm customers
- Partner with account managers to effectively manage hot-sites including documented action plans and daily support to Caradigm customers
- Develop and deliver environment specific training to Caradigm customers to include assistance with delivery of supportability reviews and/or write technical articles for the knowledge base and white papers.
The candidate will be expected to demonstrate and give examples of forward-thinking and strategic experiences while working in both a reactive and proactive technical mode and too demonstrate and give examples of their ability to function and contribute to a team-oriented environment. Excellence in written case documentation is expected, and past cases will be reviewed. Goal: To provide high quality reactive and proactive dedicated technical support to a strategic Caradigm customers.
Factors of Success
- Product proficiency and ability to retain proficiency as new features are released
- Customer satisfaction with their support experience
- Communication quality including documentation associated with customer interactions
- Time required to effectively solve support requests
Qualifications
Technical Knowledge, qualifications and experience required:
- 4 year technical degree or equivalent work experience plus 3 years of technical support experience in an enterprise environment
- Demonstrated success multi-tasking and prioritizing based on business demands
- Work comfortably and successfully in an environment with frequent changes in priorities
- Experience in client/server systems engineering, for large scale applications in a data center-style environment, either remote or on-premise
- Possess build/design/troubleshooting skills pertaining to server setup, configuration, connectivity and data communication for 2- and 3- tier applications
- Knowledge of networking, TCP/IP protocols, DHCP, SMS, Active Directory as it pertains to server configuration and maintenance
- Other protocols including use of troubleshooting tools - scripting, resource kit diagnostic tools and packet sniffers and\or Netmon
- Knowledge of Network Load Balancing, IIS and ISA/TMG
- Experience with Windows Server installation/configuration/maintenance
- Familiarity with Windows 2003 Server administration and Windows Active Directory
- Skills to configure troubleshoot and manage Microsoft Server Clusters (MSCS) and associated hardware.
- Fundamental understanding of Storage Area Networks (SAN) and how they interact in a Server Cluster environment.
- 3 to 5 years of professional work experience using Microsoft SQL Server (from SQL 2000 to the latest version)
- Experience performing database analysis
- Writing SQL queries, stored procedures and triggers
- Scripting experience with C#, .Net languages, perl background preferred
- Thorough understanding of client-server and 3 tier systems
- Familiarity with Change Management Process (MOF, ITIL) is a plus
- Healthcare industry (HL7) background is a plus
Microsoft is an equal opportunity employer and supports workforce diversity.
GCR:CN:Sales:EN
Location: China, Shanghai
Job ID: 815018
Division: Services & Support
Role Purpose
As a Support Engineer you will interact directly with our healthcare customers to support their installations of Caradigm products to deliver remote telephone technical support. Our healthcare customers are world class institutions using our products to deliver patient care, and they will rely on your expertise to help provide high-quality technical support. A key element of your role will be too have deep understanding of the customer’s environment, how they use our products and how we can best help them meet their needs. Each new team member will go through extensive training before initial customer interaction as this is a unique opportunity to shape the reputation of Caradigm as a best in class healthcare solutions provider.
Team/Department Mission
Caradigm is a new Joint Venture formed by Microsoft and GE Healthcare offering innovative software solutions for the healthcare industry. Support Engineers will be part of a team responsible for driving successful support services of our new enterprise healthcare systems. This position will be in the Caradigm Support Team.
Key Accountabilities
- Act as the primary technical support resource requiring high conversational level technical expertise across all Microsoft products and specialized skills in the Caradigm technology.
- Provide real-time telephone and e-mail support to customers, and maintain a support incident database
- Analyze and determine most effective method of problem resolution by utilizing applicable internal resources.
- Work closely with customers to understand their issues and perform root cause analysis
- Help customers establish processes to manage and maintain systems post-deployment
- Troubleshoot server hardware and configuration for optimal system performance
- Provide input to the development team on product enhancements
- Be part of a team Delivering 24x7 remote Technical Support
- Participate in early assist for key products in order to maintain product knowledge and ensure delivery of high quality support to Caradigm customers
- Partner with account managers to effectively manage hot-sites including documented action plans and daily support to Caradigm customers
- Develop and deliver environment specific training to Caradigm customers to include assistance with delivery of supportability reviews and/or write technical articles for the knowledge base and white papers.
The candidate will be expected to demonstrate and give examples of forward-thinking and strategic experiences while working in both a reactive and proactive technical mode and too demonstrate and give examples of their ability to function and contribute to a team-oriented environment. Excellence in written case documentation is expected, and past cases will be reviewed. Goal: To provide high quality reactive and proactive dedicated technical support to a strategic Caradigm customers.
Factors of Success
- Product proficiency and ability to retain proficiency as new features are released
- Customer satisfaction with their support experience
- Communication quality including documentation associated with customer interactions
- Time required to effectively solve support requests
Qualifications
Technical Knowledge, qualifications and experience required:
- 4 year technical degree or equivalent work experience plus 3 years of technical support experience in an enterprise environment
- Demonstrated success multi-tasking and prioritizing based on business demands
- Work comfortably and successfully in an environment with frequent changes in priorities
- Experience in client/server systems engineering, for large scale applications in a data center-style environment, either remote or on-premise
- Possess build/design/troubleshooting skills pertaining to server setup, configuration, connectivity and data communication for 2- and 3- tier applications
- Knowledge of networking, TCP/IP protocols, DHCP, SMS, Active Directory as it pertains to server configuration and maintenance
- Other protocols including use of troubleshooting tools - scripting, resource kit diagnostic tools and packet sniffers and\or Netmon
- Knowledge of Network Load Balancing, IIS and ISA/TMG
- Experience with Windows Server installation/configuration/maintenance
- Familiarity with Windows 2003 Server administration and Windows Active Directory
- Skills to configure troubleshoot and manage Microsoft Server Clusters (MSCS) and associated hardware.
- Fundamental understanding of Storage Area Networks (SAN) and how they interact in a Server Cluster environment.
- 3 to 5 years of professional work experience using Microsoft SQL Server (from SQL 2000 to the latest version)
- Experience performing database analysis
- Writing SQL queries, stored procedures and triggers
- Scripting experience with C#, .Net languages, perl background preferred
- Thorough understanding of client-server and 3 tier systems
- Familiarity with Change Management Process (MOF, ITIL) is a plus
- Healthcare industry (HL7) background is a plus
Microsoft is an equal opportunity employer and supports workforce diversity.
GCR:CN:Sales:EN
公司介绍
微软本着与合作伙伴共同成长、共同发展的宗旨深入开拓中国本地市场。作为一家软件平台厂商，微软通过合作伙伴业务模式，努力促进信息技术产业生态系统的建设。我们通过合作伙伴把微软的产品和服务送到用户手中，通过合作伙伴基于微软的平台开发丰富的、最适合中国市场的应用产品和解决方案来满足用户的需求。
微软与政府有关部门及其他机构合作，积极推动缩小数字鸿沟，以帮助各层次、各地区的人们实现自己的最大潜能。多年来，无论是开展“携手助学”支持农村和边远地区教育、推进“农村信息化”建设让农民通过信息技术脱贫致富，还是实施“潜力无限”项目，合作成立社区学习中心，扶助弱势人群，都体现了我们致力于成为优秀企业公民的不懈努力。
微软通过开发众多的软件产品和服务并提供相应的生产、授权和支持，向用户传递商业价值。目前，微软在中国业务涉及Windows客户端、服务器平台和开发工具、信息工作者产品、微软商务管理解决方案、移动及嵌入式设备、MSN和家庭消费及娱乐产品等七个方面。
欢迎浏览公司网站：http://www.microsoft.com/china
微软与政府有关部门及其他机构合作，积极推动缩小数字鸿沟，以帮助各层次、各地区的人们实现自己的最大潜能。多年来，无论是开展“携手助学”支持农村和边远地区教育、推进“农村信息化”建设让农民通过信息技术脱贫致富，还是实施“潜力无限”项目，合作成立社区学习中心，扶助弱势人群，都体现了我们致力于成为优秀企业公民的不懈努力。
微软通过开发众多的软件产品和服务并提供相应的生产、授权和支持，向用户传递商业价值。目前，微软在中国业务涉及Windows客户端、服务器平台和开发工具、信息工作者产品、微软商务管理解决方案、移动及嵌入式设备、MSN和家庭消费及娱乐产品等七个方面。
欢迎浏览公司网站：http://www.microsoft.com/china