[上海]微软全球技术支持中心(CSS)

请有意向的同学将以"CSS-姓名-学校（毕业年份）-投递日期"为主题并附上中英文简历的邮件发至 v-seyuan@  即可，此职位非外包
 
我们欢迎有热情的应届毕业生的加入！
 
只要你对微软感兴趣，只要你有良好的沟通能力，只要你的英语不错，我们不苛求专业背景，向你敞开大门！
 
 
亚太区全球技术支持中心简介
ww***com[点击查看]
 
微软全球技术支持中心为个人用户、开发者、IT专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（Customer Partner Experience，CPE）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
 
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的第一个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的"2008-2009中国技术支持服务年度成功企业"奖 。2010年3月，组织荣获赛迪集团颁发的"辉煌十年，卓越企业"奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得"最佳全球支持服务"和"最佳顾客满意质量体系"两项殊荣。
 
作为微软全球五大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。

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. Troubleshoot and/or escalate issue until resolution
4. Collaborate effectively with various groups to drive resolution
5. Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner
6. Take an active role in collecting and relaying enhancements feedback on existing processes and workflows
7. Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various groups via electronic correspondence or telephone.
 
Competencies
1. 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
2. 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.
3. IP Routing and management
4. Know and use Trace Route, PING, Networking, Exchange
5. Certificate knowledge, troubleshooting
6. Able to display a high degree of organization and be able to prioritize tasks effectively
7. Ability to develop comprehensive problem/resolution/Post-Mortem descriptions
8. Accurate and logical problem solving abilities, troubleshooting abilities required
9. Strong Operational/Coordination skills/experience required
10. Experience with Customer Resolution Ticketing systems/User Account Administration
11. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level
12. Able to create and follow documented process
13. 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

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