Microsoft Technical Support Engineering 

Taiwan, Taoyuan City 

487237541

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
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

Language Qualification
English Language: fluent in reading, writing and speaking.

5+ years of experience administering Linux (boot process, file systems, network, device and protocol configuration)
Overall 9-12 years of support or equivalent experience including a customer-facing or customer support role.

TECHNICAL SKILLS
Deep knowledge in Linux / OSS and technical understanding of at least two or more of the following areas: Microsoft Azure Platform, Operating System/Virtualization, Networking, or Relational Database Design/Administration.
Linux OSS
– Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
– Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.)
– Experience in Core Linux administration (boot process, file systems, network device and protocol configuration)
– LAMP (Linux, Apache, MySQL, PhP or Python)
– Chef/Puppet, Docker/Container
– Expertise in managing cluster environment (SUSE, RedHat, Veritas)
– Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP

• Linux Professional Institute Certified (LPIC), Linux+, Red Hat Certified Engineer (RHCE) preferred

Operating System/Virtualization
– Familiarity with LDAP, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V, VMWare, Xen configuration and administration
– Cloud experience strongly preferred

SOFT SKILLS
• Leadership - handle technically challenging and politically sensitive customer situations
• Strong communications skills – Excellent spoken and written English communication skills
• Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and Critical thinking
• Passion for technology and customer support

• Linux Professional Institute Certified (LPIC), Linux+, Red Hat Certified Engineer (RHCE) preferred

Operating System/Virtualization
– Familiarity with LDAP, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V, VMWare, Xen configuration and administration
– Cloud experience strongly preferred

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.

• Response and Resolution: You 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.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Your Responsibilities
• Help solve technically complex, strategic/high-profile or long-running customer cases that may require interaction with different Engineering teams/Vendors
• 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
• Readiness activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and 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..