Microsoft Technical Support Advisory IC4 

Taiwan, Taoyuan City 

701581101

• 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 OR 5+ years of technical support, technical consulting experience, or information technology experience.
• Proven expertise and deep troubleshooting experience in one or several of the areas below:

1. Servicing, Upgrade, Activation, Bitlocker
2. RDS, AVD, FSLOGIX
3. storage, clustering, hyper-v, backup, containers
4. Azure Local
5. AD Core, Authentication, PKI
6. Performance, Reliability, Windows Internal

• Ability to read, write and speak fluent 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.

Preferred Qualifications:

• Experience working in a customer support and service environment
• Extraordinary collaborator and ability to influence without authority
• Experience in using innovative technologies such as AI in every day life.
• Experience working in a dynamic team environment.
• Experience with problem solving and providing solutions to customers
• Microsoft Technology Certifications

Reviews complex issues and contacts customers to understand issue. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Performs complex 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 complex customer issues. Implements end-to-end readiness programs and contributes to the content and readiness strategy. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Translates feedback and creates processes and workflows for case resolution. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Implements strategic business decisions with customers, partners, and teams to increase market share.

Business Integration:

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

Product/Process Improvement:

• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
• Provides feedback to more senior engineers or serviceability team on 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.
• 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.
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
• Translates feedback and creates processes and workflows for case resolution.

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 Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). develops expert level competence on support topics.

Response and Resolution:

• 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.
• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand 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.
• 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.