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 [原创]上海某大型外企招聘 |
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sharon.yan
头衔: 海归少校
性别:  年龄: 34
加入时间: 2010/10/14
文章: 76
来自: 北京
海归分: 24608
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作者：sharon.yan 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Job Description
Position Description: Online Services Support Engineer
Are you a deep technical expert interested in helping our customers and partners adopt and implement Microsoft cloud technologies? Does occasional international travel and working on site with our international customers and partners appeal to you? Does the challenge of working with cross-cultural teams with different work styles interest you? If the answer is yes, then the APGC CSS Online Services Support team has an immediate opening for you.
Overview:
Online Services Support Engineer will support APGC online services customers and partners, and act as a technical backbone for broad and complex issues. The person focuses on technical deep diving and guidance to Microsoft’s customers and partners, proactively works to circumvent roadblocks and to provide solutions. This person will act as the regional escalation point for Online Services support issues with the next level of escalation with product groups and or datacenter operations teams. One of the key responsibilities would be to improve product quality by timely feedback known issues to Operations and Product Engineering team and driving effective solution.
Responsibilities:
• Represent Microsoft and communicates with customers and partners in Asia Pacific and GCR region via telephone, written correspondence, or electronic service regarding technically complex issues with Microsoft Cloud services, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
• Daily interaction with other engineers to provide technical action plans for, or take ownership of the most difficult cases.
• Work directly with the Operations and Product Engineering teams to obtain product design information or isolate both bug and non-bug related issues.
• Create technical content including Knowledge base articles, whitepapers, training documents, etc.
• Assist with selection of new team members.
• May act as technical focal point in cooperative relationships with other companies.
Competencies:
• Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
• Communication skills that allow you to take lead and control the communication with frustrated or upset customers.
• Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping to define long term strategic goals.
• Demonstrated leadership skills and strong communication and interpersonal skills.
Qualifications:
• Must possess the ability to work independently with minimal management supervision and as part of international team of Escalation Engineers
• Demonstrated aptitude for providing exceptional customer service in politically charged environments.
• Demonstrated knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved
• Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.
• Ability to apply technology to improve existing products and systems at customers and for internal use.
• Ability to actively participate in team support by proposing and implementing solutions.
• Must be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes.
• Ability to work or be on call during various shifts including weekends and deep nights for critical cases on a 24x7 basis
• 4 Years of product support experience or related work experience.
• Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level.
• Frequent international travel required and available to travel to a customer’s site under short notice and work remotely.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Technical Requirements:
• Ability to read and analyze network traces.
• Must have thorough knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture)
• Prior knowledge of Exchange; networking; Operating Systems.
• 2 Years of programming and/or debugging experience.
• Experience developing with C++, C#, vbscript and Java script
• Experience with Kernel debugging.
• Advanced debugging skill using WinDBG, Visual Studio, CDB or any of the other Microsoft debuggers (both managed and unmanaged).
Education:
• Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.
• MCSE strongly preferred. Will consider related field (or equivalent) experience.
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作者：sharon.yan 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 [原创]上海某大型外企招聘 -- sharon.yan - (5261 Byte) 2010-10-26 周二, 14:23 (1595 reads)
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