Department: Commercial

Location: Shanghai

Number:1

 

This position represents Microsoft and provides technical support to Microsoft Enterprise Premier Customers across the Asia 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 Server OS.

 

 

Customer Issue Resolution & Responsiveness

 

-   Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
-   Technical support to Microsoft Enterprise Premier Customers across the Asia region.
-   Resolve critical issues of Microsoft network infrastructure servers (Active Directory, SMS, or MOM, SQL).
-   Represent Microsoft and achieve high customer satisfaction.
-   Use trace, protocol analysis, and other sophisticated tools to analyze problems.
-   Act as the second tier support to take the escalation and solve the customer issue from subsidiary.

Effective Communication & Collaboration

-   Identify the right resource to collaborate with for tough & political hot problem.
-   Collaborate with cross-group peers both proactively and reactively.
-   Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

 

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.

 

 

1. Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.
2. Experienced in enterprise IT deployment, infrastructure System Administration.
3. In-depth knowledge on one or more of network OS, Directory service, System management, and TCP/IP protocol family.
4. Strong analytical logic and problem troubleshooting skills.
5. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.
6. Must have strong verbal and written English skills;
7. A minimum of 2 years IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.
8. Strong analytical logic and problem troubleshooting skills.
9. In-depth understanding of Microsoft Windows Server products or other OS product family.