Microsoft Senior Windows Directory Services Technical Support Engineer 

Taiwan, Taoyuan City 

158238972

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. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
• OR 5+ years of technical support, technical consulting experience, or information technology experience.
• OR equivalent experience

We are looking for talents that:

• Possess deep technical expertise and can solve complex technical problems through sound, creative troubleshooting.
• Demonstrate critical thinking, strong communication skills and ability to develop strategic on going customer relationships.
• Enjoy team work, and actively contribute to their peer group as well as our customer account teams.

Experience and Skills required:

• Strong customer service, min 5 years, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.
• Proven experience on Windows System Administration/Configuration, with focus on:
  Active Directory, Certificates & PKI, Enterprise State Roaming, FRS and DFSR, Group Policy, Security & Authentication, Slow Logon, User Profiles
• Proven experience in creating support documentation and sharing knowledge with others through training delivery and mentoring.
• Ability to work in shifts and cover 24 x 7 support based on a rotation scheme with your peers.

Passing the MCP Windows Internals test is a plus - Windows Internals (70-660)
Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)

Language Qualification
English Language: confident in reading, writing and speaking. OR
Fluent in German, French, Italian and confident in reading, writing and speaking English.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

• 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 (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific