#1: [原创]I need Online Services Support Engineer in Shanghai (1081 reads) 作者: doudouha, 时间: 2010-9-21 周二, 10:39 — 作者：doudouha 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Position Description: Online Services Support Engineer
Are you a deep technical expert interested in helping our customers and partners adopt and implement Microsoft cloud technologies? Does occasional international travel and working on site with our international customers and partners appeal to you? Does the challenge of working with cross-cultural teams with different work styles interest you? If the answer is yes, then the APGC CSS Online Services Support team has an immediate opening for you.
Overview:
Online Services Support Engineer will support APGC online services customers and partners, and act as a technical backbone for broad and complex issues. The person focuses on technical deep diving and guidance to Microsoft’s customers and partners, proactively works to circumvent roadblocks and to provide solutions. This person will act as the regional escalation point for Online Services support issues with the next level of escalation with product groups and or datacenter operations teams. One of the key responsibilitieswould be to improve product quality by timely feedback known issues to Operations and Product Engineering team and driving effective solution.
Responsibilities:
• Represent Microsoft and communicates with customers and partners in Asia Pacific and GCR region via telephone, written correspondence, or electronic service regarding technically complex issues with Microsoft Cloud services, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
• Daily interaction with other engineers to provide technical action plans for, or take ownership of the most difficult cases.
• Work directly with the Operations and Product Engineering teams to obtain product design information or isolate both bug and non-bug related issues.
• Create technical content including Knowledge base articles, whitepapers, training documents, etc.
• Assist with selection of new team members.
• May act as technical focal point in cooperative relationships with other companies.
Competencies:
• Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
• Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
• Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping to define long term strategic goals.
• Demonstrated leadership skills and strong communication and interpersonal skills.
Qualifications:
• Must possess the ability to work independently with minimal management supervision and as part of international team of Escalation Engineers
• Demonstrated aptitude for providing exceptional customer service in politically charged environments.
• Demonstrated knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved
TIPS: you should have solid knowledge on AD and Exchange.
If you are interested in this position, pls send your resume to [email protected], I will reply you soon~~~~
