We need some support engineers in Microsoft. Below information is for your reference.
ROLE: Support Engineer
Responsibilities：
1. Demonstrate the ability to manage a broad range of issues and critical situations.
2. Triage issues through impact assessment and initial investigation
3. Determine the priority of escalations received and ensure it is handled within the given SLA
4. Troubleshoot and/or escalate issue until resolution
5. Collaborate effectively with various Microsoft groups to drive resolution
6. Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
7. Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
8. 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.
9. Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift
Competencies
1. 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
2. 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
3. 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
4. IP Routing and management
5. Know and use Trace Route, PING
6. Describe the function of a router
7. Describe how data flows
8. Networking
9. Exchange
10. General Internet concepts
11. Mail handling
12. How a browser functions
13. Certificate knowledge, troubleshooting
14. Able to display a high degree of organization and be able to prioritize tasks effectively
15. Ability to develop comprehensive problem/resolution/Post-Mortem descriptions
16. Accurate and logical problem solving abilities, troubleshooting abilities required
17. Strong Operational/Coordination skills/experience required
18. Experience with Customer Resolution Ticketing systems/User Account Administration
19. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level
20. Able to create and follow documented process
21. 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:
1. MCP certification (preferred)
2.MCSE certification as an MS Systems Engineer is strongly preferred, but not essential requirement
You can get more information from "http://www.microsoft.com/china/css/"
Please email your Chinese and English CV to v-seyuan@microsoft.com
We will contact you if necessary.
Any question, please contact me freely. My msn is "selena.monroe@live.cn". If you add me as your friend, I'd appreciate it very much if you will tell me who you are.
Please do not send any message to this private ID.
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发表于 2011-10-17 20:39:17