Microsoft Support Escalation Engineer - Azure Networking Global Client Delivery 

Taiwan, Taoyuan City 

490615494

3+ years technical support, technical consulting experience, or information technology experience 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• Strong knowledge and understanding of TCP, IP protocols and OSI model
• Experience with Infrastructure , Network Administration
• Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
• Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
• Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
• Hands-on experience of Proxy and Firewall

We provide services to clients in various countries in English, while internal communication is also conducted in Japanese.

• English Language: fluent in reading, writing and speaking.
• Japanese Language: confident in reading, writing and speaking.

SOFT SKILLS

• Leadership - handle technically challenging and politically hot customer situations
• Strong communications skills - Excellent spoken and written English communication skills
• Effective, polished interaction with customer to gather information
• Demonstrable troubleshooting skills
• Cross-team collaboration
• Logical and Critical thinking
• Passion for technology and customer support
• Understanding of cloud vs. on premise computing

Technical depth in the current technology and willing to learn new skills.
Knowledge of one of the following domains will be beneficial but not mandatory: Windows Azure Platform, Operating System/Virtualization, and Networking.Windows Azure Platform
– Knowledge of Windows Azure Platform services
– Azure Platform development and deployment concepts
– Familiarity with troubleshooting
Operating System/Virtualization
– Familiarity with Active Directory, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V configuration and administration

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.

As a support engineer, you will become part of a team that delivers exceptional technical support experiences to our customers. You will handle issues from identification to resolution via phone and web support. When necessary, you will collaborate with colleagues, consult with subject matter experts, or escalate to engineers and managers in the product group.

Your daily work as a Microsoft support engineer will involve developing technical expertise—individually and with your peers—and becoming a professional with excellent communication and service skills. You will also have opportunities to become a subject matter expert in specific areas and receive guidance and mentorship from colleagues.

• You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement
• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements

The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.

Working Hours and Shifts

However, there are approximately 3 to 4 irregular shifts ('Shift 2' described below) per month.

Shift Patterns:

Shift 1: 9:00 AM – 5:30 PM (7.5 hours of work, 1-hour break)
Shift 2: 2:00 PM – 10:30 PM (7.5 hours of work, 1-hour break)

- Shift 2 may be scheduled on weekdays.
- Either Shift 1 or Shift 2 may be scheduled on weekends and public holidays (with compensatory days off provided).

Applicants must reside in Japan to apply for this position.