Technical Support Engineer
Microsoft
Technical Support Engineer
Taipei, Taipei City, Taiwan
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving 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 customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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
Core Qualifications:
• Bachelor’s degree or above required preferably in Computer Science, with 2+ years of full time Development/IT operation experience in multi-national companies
• Excellent oral and written communication skills in English including the ability to communicate clearly and directly with customer.
• Superior problem solving and troubleshooting skills at the System
• Engineer level; exceptional customer service, overall communication and technical writing skills.
• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level;
• Must possess the ability to work independently with minimal management supervision;
• Demonstrated aptitude for providing exceptional customer service in political situations;
• Demonstrated quick learning skill on technical knowledge
Technical Requirement:
• Solid Computer science background is must
• 3+ years working with Exchange architecture in an enterprise environment
• 3+ years troubleshooting with Exchange and related technologies (Microsoft Office 365/ Exchange Online, Exchange On-Premise, Etc.)
• Design, administration and/or support experience with Exchange On-Premise and Exchange Online environments
• A superior knowledge and demonstrated technical proficiency in Microsoft .NET framework, SQL server, Microsoft Internet Information Services (IIS).
• Good general networking knowledge including DNS, TCP/IP, Sub-netting.
• Experience of using support tools such as Fiddler, HTTPWatch, NetMon, IE Developer Tools.
• Functional knowledge of using PowerShell, ability to write complex PowerShell scripts.
• Understanding of SharePoint development methodologies, C#, Sandbox solutions.
• Experience of Web standards and technologies, e.g. HTTP, JavaScript, CSS, XML.
• Strong knowledge of SharePoint Server 2010, 2013, 2016 and Office 365/SharePoint Online is preferred.
Preferred Qualifications:
• Microsoft Office applications & Outlook 2010/2013/2016
• Microsoft Office 365 and/or Exchange On-Premise servers administration (2007/2010/2013/2016/2019)
• Experience with Migrations to Exchange On Premise to Exchange Online
• Troubleshooting skills with Exchange Transport and Client Access
• Troubleshooting experience with Devices syncing.
• Experience with Exchange Disaster Recovery scenarios
• Deep understanding of Active Directory and DNS
• O365 Security and Compliance related technologies (eDiscovery, DLP, ATP, OCAS, etc.)
• Experience with Windows Server 2012 and 2016
• Windows Server concepts and administration (Active Directory, Group Policy Management, Networking)
• Networking (HTTP, DNS, TCP/IP)
• Outlook for iOS, Outlook for Android, and Outlook for Mac
Language Qualification
Mandarin Language: fluent in reading, writing and speaking.
English Language: confident in reading, writing and speaking.
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.
Responsibilities
• 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.