现有两个职位需要招聘 Exchange Support Engineer 和 Senior Support Engineer. 主要看重技术能力,交流能力和技术激情. Support Engineer可以接触到浩如烟海的微软技术资料，解决最有挑战性的问题。Sr. SE是为资深专家工程师储备人才，使用微软产品的源代码解决技术问题, 要求有编程基础和一定的IT业界经历.
有兴趣的可以发送简历到 yong.wang@microsoft.com 。
JOB TITLE: Support Engineer – Exchange Server Support
DEPARTMENT: EMS Team, Bizapps Group, APGC CSS
LOCATION: Shanghai
JOB SUMMARY：
The position will be reporting to EMS Team Manager in Bizapps Group. The Support Engineer will provide high quality technical support of Microsoft Exchange Server and Messaging products to the Premier and Professional customers in Asia Pacific and Greater China regions. The Support Engineer need to manage both customer relationships and the technical resolution of customer’s requests, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.
MAIN RESPONSIBILITIES
• Provide the quick and accurate solutions to the customers’ problems. Meet all follow up commitments made with customers
• Represent Microsoft and communicate with customers via telephone, written correspondence, electronic service in a timely manner according to the service level agreement.
• Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
• Effectively manage relationships with customers, Technical Account Managers and other internal MS resources, while ensuring high customer satisfaction of the overall service experiences.
• Compliance with the service operation processes for execution excellence.
• May work a rotational on-call schedule for 24x7 critical support.
QUALIFICATIONS
• Bachelor or Master Degree in Engineering or Science, Computer Science or Electrical Engineering preferred.
• 2+ years working experience in the related industry such as IT, technical support, consulting, experience of Microsoft Exchange server or other messaging system preferred.
• Strong analytical logic and problem troubleshooting skills.
• Knowledge of Microsoft server products, OS and application architecture, networking, TCP/IP family protocols. MCSE Preferred.
• Good communication skills in both Chinese and English.
• Passion for new technology and quick learning skills.
• Self-motivate and must be a strong team player with a “can-do” attitude.
Either of the following knowledge or skills is a strong plus:
• C++ / .NET programming and debugging.
• Experience of customer service and technical support.
Competence/Job Skill Attribute
• Analytical Problem Solving - High
• Building Customer Relationships - High
• Cross-Boundary Collaboration - Medium
• Product Expertise – Medium
• Customer Advocacy - Medium
• Impact and Influence - Medium
• Interpersonal Awareness - Medium
• Team Leadership - N/A
JOB TITLE: Sr. Support Engineer – Exchange Server Support
DEPARTMENT: EMS Team, Bizapps Group, APGC CSS
LOCATION: Shanghai
JOB SUMMARY：
The Sr. Support Engineer will provide high quality technical support of Microsoft Exchange Server and Messaging products to the Premier and Professional customers in Asia Pacific and Greater China regions, especially for the key enterprise customer accounts and the problems in complex environment. The Sr. Support Engineer need to manage both customer relationships and the technical resolution of customer’s requests, leverage advanced troubleshooting skills to handle the escalation of hot or difficult customer problems from support engineers, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.
MAIN RESPONSIBILITIES
• Provide the quick and accurate solutions to the problems from the customer
• Represent Microsoft and communicate with customers via telephone, written correspondence, electronic service in a timely manner according to the service level agreement.
• Take the escalation of support engineers for political hot or technical difficult problems, manage the healthy progress of service requests, and further escalate the most complex technical problems or product issue to escalation engineers at the right time with the right information.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
• Learn advanced technologies and deliver high-level training internally and externally. Maintain strong working knowledge of new products.
• Effectively manage relationships with customers, Technical Account Managers and other internal MS resources, while ensuring high customer satisfaction of the overall service experiences.
• Compliance with the service operation processes for execution excellence.
• May work a rotational on-call schedule for 24x7 critical support.
• Provide coaching and consulting for internal colleagues
Team responsibilities:
• Lead the support team readiness in certain specialties.
• Assist team manager to recruit new people, coaching junior support engineers/vendors to provide excellent service to customers.
• Conduct regular case review of the mentees to ensure case wellness, and provide technical or non-technical advice to accelerate problem resolution.
• Assist team members to identify risky case and conduct customer recovery when required.
• Communicate with stakeholders, including peer, managers, TAM, and customer executives appropriately to escalate problem in time. Can manage stakeholder expectation effectively.
• Propose new initiatives and necessary process changes to meet internal/external business change and performance improvement requirement.
QUALIFICATIONS
• Bachelor or Master Degree in Engineering or Science, Computer Science or Electrical Engineering preferred.
• 4+ years working experience in the related industry such as IT, technical support, consulting, experience of Microsoft Exchange server or other messaging system required.
• Expertise in analytical logic and problem troubleshooting skills.
• Strong knowledge of Microsoft server products, OS and application architecture, networking, TCP/IP family protocols. MCSE required.
• Good communication skills in both Chinese and English.
• Passion for new technology and quick learning skills.
• Self-motivate and must be a strong team player with a “can-do” attitude.
• C++ / .NET programming and debugging.
• Experience of customer service and technical support.
Competence/Job Skill Attribute
• Analytical Problem Solving - High
• Building Customer Relationships - High
• Cross-Boundary Collaboration - High
• Product Expertise – High
• Customer Advocacy - High
• Impact and Influence - High
• Interpersonal Awareness - Medium
• Team Leadership - Medium
