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Job Information
Microsoft Corporation Technical Support Engineering in Multiple Locations, China
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
This role is Microsoft onsite only.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Responsibilities
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.
Maintain a customer-focused mindset and strive for high levels of customer satisfaction.
Communicate technical information clearly and effectively to customers and internal teams.
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
Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Participate in on-call rotations to provide after-hours technical support as needed.
Contribute to the development of technical support processes and procedures.
Provide feedback to product development teams on customer needs and issues.
Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.
Ability to apply technology to improve existing products and systems for customers and for internal use.
Ability to actively participate in team support by proposing and implementing solutions.
Qualifications
Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required
Bachelor or Master’s Degree in Computer Science or related field
5+ years technical support, technical consulting or related customer-facing technology experience
Expertisein cloud computing services such IaaS and PaaS, especially Microsoft Azure services, including Azure VM, Azure network, Entra ID and so on
Strong knowledge of virtualization technologies such as VMware and Azure Virtual Desktop
Familiarity with networking concepts and troubleshooting especially in application layer
Proficiency in scripting languages such as PowerShell and Python
Excellent problem-solving ability and debugging experience in cloud and client applications
Excellent communication skills and strong teamwork ability
Experience in one or more of these areas desirable
Strong understanding of Windows 365 Cloud PC architecture, administration, and configuration
Strong knowledge of Microsoft Intune such as device management and access management
Programming experience in SQL and no-SQL scripting
Familiarity with Microsoft 365 apps and Microsoft Purview
Having Microsoft Azure certificates such as Azure Solution Architect Expert is a plus
Language Qualification
Mandarin Language: fluent in reading, writing, and speaking.
English Language: fluent in reading, writing, and speaking.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
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