Chi tiết công việc Technical Support Engineer - O365 Commercial (Night Shift) tại iTechWX
SUMMARY: The Technical Support Engineer’s primary focus will be ensuring that all Microsoft customers are very satisfied with the effectiveness and efficiency of the support they receive. Utilizing knowledge of the customer environment, they will deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high-quality communication with customers and resolution of all issues. They will develop a relationship with their technical peers for the technology they support and related technologies to ensure improved collaboration and satisfaction in support.
Responsibilities
Applying strong verbal and written communication skills in the supported language, and solid technical knowledge of supported Microsoft products, to represent Microsoft and communicate with Microsoft customers through telephone, email and web response, carrying out the following activities as needed:
- Represent Microsoft and communicate with Microsoft customers
- Manage relationships with multiple customers, partners and collaborate with business contacts within Microsoft
- Use standard processes, implement existing diagnosis methods, solutions/workarounds to effectively deal with customer and technical issues to achieve problem resolution and customer satisfaction
- Document incidents, report customer suggestions and technical issues to Microsoft
- Respond to voice of customers, utilize Microsoft escalations and meet response, resolution, efficiency, productivity and utilization targets required by Microsoft business unit
- Communicate and collaborate with cross-group peers and Microsoft resources both proactively and reactively in order to identify and leverage the right resources to arrive at solutions to tough and hot problems
- Produce quality documentation and share with the appropriate team members and tech lead as appropriate
- Compliance with the service operation processes for execution excellence
- Adherence to the Microsoft Business Code of Conduct in all customer interactions and interactions with Microsoft, and
- Strict adherence to data privacy guidelines – never putting customer PII at risk
Preferred Competencies:
- Windows Operation System administration and programming. OR
- Active Directory Deployment and AD/Networking Management. OR
- Exchange Online/OnPrem, Outlook or industry similar products and technologies. OR
- SharePoint Online/OnPrem or industry similar products and technologies. OR
- Teams or industry similar products and technologies. OR
- Office or industry similar products and technologies. OR
- Security, or industry similar products and technologies. OR
- SQL Server or industry similar products and technologies. OR
- Azure, or industry similar products and technologies. OR
- Networking, e.g. TCP/IP, DNS, DHCP and RPC. OR
- Scripting languages, e.g. PowerShell, batch script
Requirements:
- Have at least 1-year working experience in customer-facing roles.
- Excellent spoken English is a must.
- Passion in technical support roles.
- Customer-centric mindset.
- Quick adaptability to changes and strong self-study.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to provide step-by-step technical help, both written and verbal.
