Microsoft Technical Support Engineer Taiwan, Taoyuan City 30278413
When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.
• Bachelor's degree in Computer Science, Information Technology (IT), or related field
o OR 2+ years of technical support, technical consulting experience, or information technology experience
o OR equivalent experience
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Product/Process Improvement
- Follows processes provided by the business.
- Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
- Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
- Provides feedback to improve products to more senior engineers or technical advisors.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves or escalates multiple and varied customer issues. Documents technical work and research.
- Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness
- Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
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