Microsoft Technical Support Engineering 

Taiwan, Taoyuan City 

279601234

Required Qualifications:

• 5+ years technical support, technical consulting experience, or information technologyexperience
  • ORBachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technologyexperience

Other Requirements:

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.

This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

Additional or Preferred Qualifications:

• Storage performance and reliability tracing and troubleshooting (Storport, iSCSI, MPIO, etc.).
• Configuring and troubleshooting backups using VSS and Windows Server Backup.
• Management of Hyper-V and virtual machine (VM) deployment, management, and troubleshooting.Creation, management and troubleshooting of Windows Failover Clustering (WFC).
• Deployment, management and troubleshooting of Azure Local (formerly known as Azure Stack HCI).Utilizing Windows Server management tools (MMC, Server Manager, RSAT, Windows Admin Center, Azure Arc, etc.).
• Managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities.
• Reviewing various types of data including event logs, performance monitor captures, network traces and cluster logs.
  Identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP, SMB, UDP, RDMA, etc.).
• Isolating performance issues using Performance Monitor (Perfmon) counters, Windows Performance Recorder (WPR) and other tools and techniques.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Response and Resolution:

• 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.
• 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.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness:

• Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• Deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors

Product/Process Improvement:

• Provides feedback to more senior engineers or serviceabilityteamon functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.Leverages overall product knowledge to determine if and when features require enhancements.
• Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• 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., first quality response, swarming, case documentation, customer expectation mgmt., etc.)
• Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
• Leverage the latest appropriate tools and available insights to educate and empower customers to self-help and deflect future cases
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration & engagement across cross functional teams

Business Integration:

• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Other:

• Embody our