上海招聘

Job # 1082284
Locations China, Shanghai
Job families Services (engineering)
Teams Sales

#Overview

The position will be reporting to Virtualization & Setup team manager in WDG (Windows Division Support) group and represents Microsoft to provide technical support to Microsoft Enterprise Premier Customers across the Asia Pacific and Greater China region with the high customer satisfaction. The candidate is required to be able to identify the root cause and provide our customer with the solution in a timely manner for mission critical issues of Microsoft Windows Client and Server Products.



#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 minimum of 3 years 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.

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