微软全球技术支持中心 -- 云计算支持工程师（派遣）

hamfei

微软全球技术支持中心云计算支持部门招募技术支持工程师（劳务派遣）  本科以上毕业，专业不限，英语好，有计算机和软件相关技术背景更佳。欢迎应届及历届毕业生。待遇好！工作地点，紫竹科学园。描述如下。有意向者请发送邮件至 jfei#microsoft.com （#替换为@） 本人非中介，非劳务派遣公司，非应聘勿扰，感谢！

ROLE: Operational Engineer
SUMMARY:  Secondment vendor will provide an Operations Engineer position to support global escalations and availability management as the interface between support and Operations (GFS) for Consumers, Vendor agents, and Partners.  The Operations Engineer will manage on-going interaction with all parts of the online services business as well as internal and external customers and partners of Microsoft and escalate complex problems, involving broad, in-depth product knowledge or in-depth product specialty.

Responsibilities
Demonstrate the ability to manage a broad range of issues and critical situations.
Triage issues through impact assessment and initial investigation
Determine the priority of escalations received and ensure it is handled within the given SLA
Troubleshoot and/or escalate issue until resolution
Collaborate effectively with various Microsoft groups to drive resolution
Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.
Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift
Act as substantial technical resource for Microsoft EDU and BPOS software products

Competencies       
At least 3 years of Technical Support experience (in a Tier 2 or 3 role) including experience with technical support operational metrics, Customer Sat, MPI’s, SLA’s
Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications
Strong working knowledge of Internet Protocols, networking, mail delivery systems, DNS, SMTP, mail applications required (relevant certifications preferred).Know the Different Types of DNS Records and what they are used for.
MX, CNAME, TXT, SRV
IP Routing and management
Know and use Trace Route, PING
Describe the function of a router
Describe how data flows
Networking
Exchange
General Internet concepts
Mail handling
How a browser functions
Certificate knowledge, troubleshooting
Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint and associated applications
Able to display a high degree of organization and be able to prioritize tasks effectively
Ability to develop comprehensive problem/resolution/Post-Mortem descriptions
Accurate and logical problem solving abilities, troubleshooting abilities required
Strong Operational/Coordination skills/experience required
Experience with Customer Resolution Ticketing systems/User Account Administration
Must have sufficient technical depth to communicate with development and other internal organizations at a peer level
Able to create and follow documented process
Operation Engineers must have a good level of English proficiency in order to understand technical content written in English. In addition they must be able to troubleshoot, respond & translate online support incidents submitted in English as required. Engineers will be expected to effectively communicate both verbally & through electronic mediums to External customers and Partners in English to support resolution of Customer problems
       
Certification requirements
MCP certification (preferred)  – Vendor agrees to have Operational Engineers MCP certified within the first 6 months of program launch
MCSE certification as an MS Systems Engineer is strongly preferred, but not essential requirement
Key Measure:
Solid understanding of standard computer science concepts, personal computer architecture and networking required.
Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
Strong communication, problem solving and technical writing skills; excellent customer service and support skills required