Job Description:

Are you interested in working with the world’s best technical experts, and enabling the success of Microsoft spearheading the transition to service for business critical and personal communications? Are you passionate to take challenge to resolve the most difficult technical issues? Are you interested in joining a team on the cutting edge of Cloud Services? Come join ASG (Application and Service Group) SharePoint team within Microsoft Global Business Support as a Support Engineer.

Microsoft SharePoint is a browser-based collaboration and document management platform, providing a secure place to store, organize, share, and access information from almost any device. With SharePoint going online, we are expanding in both global presence and customer satisfaction in the cloud. We are directly engaging our end-users with services hosted on tens of thousands of servers running the most compelling suite of communication and collaboration features ever built - Office 365.

As a Support Engineer at Microsoft, you are the trusted advisor to IT Professionals. You will have influence over a broad range of solutions that create business value to our customers. You will have a chance to solve technically complex problems for the some of the world’s largest companies, as well as smaller companies on the leading edge of their industry, to work with customers from world-wide including ANZ, SEA, GCR, and US, EMEA. Your technical and relationship skills are critical to the success of the customer’s perception of value of the Microsoft solution. It i***olves broad, in-depth product knowledge or in-depth product specialty; and collaborate with Product Group to resolve the technical problems, and help improving the product quality.

We are looking for passion towards improving the Support experience of our customers and desire to work on Microsoft products, and cloud services. As a result, we will consider candidates at a level below the posted level with the right skills.

So come help shape the future of services at Microsoft and the larger industry!

Key Responsibilities

• As a Support Engineer you will represent Microsoft in customer communication via phone, email, chat or on site to assist customers in resolving technical issues i***olving Microsoft products and services.
  

• You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations.
  

• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
  

• Act as a technical focal point in cooperative relationships with customers, and global team of engineers.
  

• Manage crisis situations that may i***olve technically challenging issues and diverse audiences.
  

• Own and resolve technically complex mission critical or politically hot customer issues
  

• Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
  

• Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may i***olve writing code.
  

• Maintain strong working knowledge of released products, take ownership for product improvement.
  

Core Qualifications:

• Bachelor’s degree or above required preferably in Computer Science, with 5+ years of full time Development/IT operation experience in multi-national companies

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  Excellent oral and written communication skills in English including the ability to communicate clearly and directly with customer.

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  Superior problem solving and troubleshooting skills at the System Engineer level; exceptional customer service, overall communication and technical writing skills.
  

• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level;

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  Must possess the ability to work independently with minimal management supervision;

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  Demonstrated aptitude for providing exceptional customer service in political situations;
  

• Demonstrated quick learning skill on technical knowledge

Technical Requirement:

• Solid Computer science background is must

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  A superior knowledge and demonstrated technical proficiency in Microsoft .NET framework, SQL server, Microsoft Internet Information Services (IIS).

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  Good general networking knowledge including DNS, TCP/IP, Sub-netting.
  

• Experience of using support tools such as Fiddler, HTTPWatch, NetMon, IE Developer Tools.
  

• Functional knowledge of using PowerShell, ability to write complex PowerShell scripts.
  

• Understanding of SharePoint development methodologies, C#, Sandbox solutions.
  

• Experience of Web standards and technologies, e.g. HTTP, JavaScript, CSS, XML.
  

• Strong knowledge of Sharepoint Server 2010 or 2013 and Office 365/Sharepoint Online is preferred.
  

Microsoft is an equal opportunity employer and supports workforce diversity. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of color, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.