Microsoft Technical Support Engineer 

Taiwan, Taoyuan City 

475864906

Required/Minimum Qualifications

• 3+ years technical support, technical consulting experience, or information technology experience

o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.

Other Requirements

• This position requires verification of citizenship due to citizenship-based legal restrictions.
  Specifically, this position supports Canadian federal, provincial, and/or local Canadian 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.

• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirementsinclude, butare 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 / Preferred Qualifications

Experience in one or more of these areas desirable:

• Clustering, Resilient Storage technology (clustering, storage spaces)
• Hyper-V management and VM deployment
• Windows backup and VSS, PowerShell scripting
• Active Directory topology and management, Network Tracing and analysis
• Network Virtualisation (Hyper-V, SDN)
• Billingual proficency in verbal and written communication both english and french is a nice to have.
• Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work.

Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $66,500 - CAD $128,300 per year.

Find additional pay information here:

Response and Resolution

• Reviews complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools to help resolve customer issues.
• Resolves customer issues through problem-solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
• Performs in-depth product troubleshooting and remediation when needed.
• 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

• Assists in the implementation of end-to-end readiness programs. Develops readiness content. Mentors new Technical Support Experts. Develops intermediate level competence on support topics.

Product/Process Improvement

• Provides feedback to more upper-level engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
• Identifies potential defects and escalates to more upper-level engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

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