Microsoft Technical Support Engineering 

Taiwan, Taoyuan City 

158082393

Job Description:

Successful engineer skill set:

o Problem isolation and solving techniques.

o Ability to navigate highly complex technical and political issues requiring expert product or service knowledge.

o Act as a subject matter expert regarding product / configuration.

o Ability to receive feedback and recognize areas of improvement.

o Effective time management by utilizing available time to progress current cases forward.

Responsibilities

• Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering

• Responsible for the customer support experience with Microsoft

• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams

• Identify cases that require escalation, either technically or strategically

• Create and maintain incident management requests to product group/engineering group

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

• Lead or participate in building communities with peer delivery roles

Qualifications

• 7+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies

• Experience working with Skype for Business, Microsoft Teams, Windows Server and Active Directory

• Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies

Preferred experience in one or more of these areas:

• Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams

• Hands on Experience on Teams Admin Center and M365 Admin Center

• Experience in Office 365 Authentication and voice offerings

• Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect

• Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions

• Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications

• Experience troubleshooting and resolving problems on Microsoft Teams, Hybrid environments set up with Skype for Business Server 2015-2019

• Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools

• Certified in MS700, MS720

Language Qualification
English Language: fluent in reading, writing and speaking.

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.