Microsoft Teams is a unified communications platform that combines persistent workplace chat, video meetings, file storage (including collaboration on files), and application integration. It become the fastest grow application in O365 in the past year.
Support Engineer is a key resource who will have the opportunity to solve technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. You can be part of world-class enterprise service delivery team, and have contribution to the success of the customer’s perception of value to the Microsoft messaging solution, including Teams and Skye for business.
You will provide high quality technical support to the Premier customers globally. The Support Engineer need to manage both customer relationships and the technical resolution of customer’s requests, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.
Responsibilities
MAIN RESPONSIBILITIES:
- Provide the quick and accurate solutions to the customers’ problems. Meet all follow up commitments made with customers.
- Aligning with Customer’s business time, represent Microsoft and communicate with customers via telephone, remote assistance, written correspondence, electronic service in a timely manner according to the service level agreement.
- Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups and product team as needed to resolve customer issues.
- Effectively manage relationships with customers, and Technical Account Managers, Incident Managers, Critsit Managers while ensuring high customer satisfaction of the overall service experiences.
NATURE AND SCOPE:
- Provide direct contact from Microsoft to the customers via phone, email and remote assistance
- Be extremely accurate in the information and solutions provided to the customer.
- Decide among other things how best to satisfy each customer's needs in varying critical and non-critical situations.
- Maintain a high level of professionalism and quality when interacting with Microsoft customers.
- Compliance with the service operation processes for execution excellence.
Qualifications
Requirements | ||
Technical | Must to have | · Bachelor's or postgraduate degree in Computer Science, Information Systems, Electrical Engineering or equivalent experience. · Solid English written and verbal communication skills · Be familiar with firewalls/hardware load balancer, reverse proxy (SNAT&DNAT) and PKI system configuration (Certificate/SSL/TLS) · Be familiar with Network related knowledge (DNS, DHCP, and SNMP). · Basic understanding on Cloud Services
|
Better to have | · Solid knowledge in Lync, skype for business , Microsoft Teams or other similar product is preferred · Knowledge of IP-PBX, IP Gateway and PSTN technology, such as E1/T1, PRI, CAS/CCS with Avaya/Cisco PBX experience as a plus. · Knowledge of O365 Services · Be familiar with PowerShell · Knowledge of Azure and Azure Active Directory is a plus · Previous customer technical support or similar experience is a plus | |
Non-technical | Must to have | · Hard working and great passion on new information technology. · Quick learning and troubleshooting skills are mandatory requirements. · Fluent written/oral English to communicate with native English speaking customer is a must to have capability · Be flexible in working shift for example, from 7AM to 4PM or working during Tuesday to Saturday |
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Get email alerts for the latest"Support Engineer jobs in Taipei, Taipei City, Taiwan"