Microsoft Partner Technical Advisor - Networking 

Taiwan, Taoyuan City 

288845137

Required/Minimum Qualifications

• 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • OR equivalent experience.
• 3+ years prior product, customer support and/or technical support experience.
• 3+ years of networking technical support experience.
• Proficient knowledge, advisory, and troubleshooting experience in Windows System Administration and Configuration, including in-depth expertise in TCPIP connectivity, DNS, DHCP, SMB and DFS, Windows Firewall and IPsec, VPN/AOVPN, 802.1x authentication, RADIUS.
• Business level fluency to read, write and speak 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.

Additional or Preferred Qualifications

• 5+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 5+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • OR equivalent experience.
• 4+ years prior product, customer support and/or technical support experience.
• Proficient knowledge, advisory, and troubleshooting experience in Windows System Administration and Configuration, including in-depth expertise in Proxy and Active Directory and GPO Mngmt.
• Business level fluency to read, write and speak Portuguese is desirable.

Readiness Development

• Monitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners. May work with various teams to optimize the curriculum by reducing the delivery time or enhancing the material. Contributes to the creation and implementation of readiness plans and content in collaboration with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team). Performs technical mentoring of others to share technical expertise. Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness for area globally. Contributes to the success of the team by providing mentoring, coaching, and role readiness training.

Case Management (Delivery Excellence)

• Performs thorough case reviews and customer wellness checks. Ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes. Ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners.

Managing Collaboration Activities

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.

Supportability Activities

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming or emerging issue, and other operational processes to ensure the right individuals and resources are in place to resolve issues in a timely fashion. Collaborate with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency.

Process Improvement

• Helps drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes. Serves as an early warning system, notifies appropriate impacted audiences, and makes recommendations on how to fix it. Improves existing troubleshooting workflows and may partner with engineers to develop new troubleshooting tools. Generates process improvement ideas by analyzing trends (e.g., case types, volumes). Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Evangelizes processes and process improvements.

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