Microsoft Technical Support Engineering - Office 

Taiwan, Taoyuan City 

731607968

The Role

• Deliver high-quality customer and partner experience (CPE) through timely response and resolution.

• Collaborate with global peers, stake holders, account managers, product group to resolve the customer’s issue in the most efficient way.

• Achieve career growth and professional development through individual and team readiness.

• Contribute to the efficiency and effectiveness of the business through excellence in execution.

• Contribute to Microsoft’s objective of growing market share across solutions, workloads, platforms and products.

• Works closely with the product team on some of the technical design issue and product changes.

• Represent Microsoft as a trusted advisor to Microsoft customers.

• Drive some of the team/cluster level projects to improve CPE.

Responsibilities

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products and manage relationships with those customers.

• Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.

• Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.

• Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.

• Use advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs; may involve writing code/scripts.

• Individual and Team Readiness

• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.

• Knowledge Sharing Contribution

• Conduct regular technical triages and case reviews.

• Consult, collaborate and take escalations when necessary.

• Lead cross-technology virtual efforts with the product team to assess future needs.

• Drive the development and management of content for the team.

• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

• Effective Communication

• Manage customer escalations and recognize when to solicit additional help.

• Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.

• Utilize effective verbal/written skills to communicate with customers and peers.

• Makes effective technical presentations

• Willing to work in any shift as per business need.

Qualifications

• Bachelor’s degreein Computer Science, Information Technology, or related field.

• Practical experience intechnical support

• Proficiency inMicrosoft Office appsincludingWord, Excel, and PowerPoint, with the ability to support end-users and resolve productivity issues efficiently.

• Hands-on experience withM365 Apps for Office Deploymentusing tools such as the Office Deployment Tool (ODT), Configuration Manager, or Intune, including managing updates and troubleshooting installations.

• Solid understanding ofMicrosoft Entra ID (formerly Azure AD), including user authentication, troubleshooting sign-in issues, error codes, and basic integration scenarios.

• Familiarity with coreWindows OS conceptssuch as Active Directory, operating system security, performance, and user account management.

• Basic knowledge of networking fundamentalsincluding TCP/IP, network protocols, and devices.

• Understanding ofDNS operations—ability to troubleshoot name 1

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.