Dynamics CE Support Engineer
Phúc lợi
Extra health insurance
Free lunch and Snacks
Laptop/desktop for works
Tổng quan về công việc và trách nhiệm
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 Response and Resolution • Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. • Resolves or escalates multiple and varied customer issues. Documents technical work and research. • Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools. • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness • Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics. Product/Process Improvement • Provides feedback to improve products to more senior engineers or technical advisors. • Identifies potential defects and escalates to more senior engineers to resolve. • Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools. • Follows processes provided by the business. • Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Kỹ năng và kinh nghiệm tối thiểu
• Bachelor's degree in computing science or an IT-related field or has a strong interest in IT field and self-learned computer language and basics. • Demonstrate strong customer service attributes • Exhibit analysis, problem resolution, judgement and decision-making skills in order to assist customer with their technical issue • Knowing about some C#/C++/Java or other programming language is preferable. • Past experience of support professional in IT field or IT technical Consultant will add extra points. • Microsoft Dynamics 365 CE Experience would be beneficial but not essential. • Having knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Visual Studio). • English Language: confident in reading, writing and speaking.
Tại sao ứng viên nên làm ở đây
- Improve problem analysis and solving skills: - Be a generalist in cross-technology fields of Windows. - Collaborate with product groups as an industry elite. - Enhance language and communication skills: - Work in an English-speaking environment with global customers and colleagues. - Engage in daily communication practice. - Provide customized training for effective cross-cultural communication: - Tailor training to accommodate diverse backgrounds. - Practice communication skills in daily work. - Develop teamwork skills: - Collaborate with various teams daily. - Emphasize teamwork, helping others, and building influence for success. - Enhance project management abilities: - Collaborate with global teams on relevant projects. - Support training initiatives, improve efficiency, identify customer concerns, and assist product optimization. - Foster hybrid cloud architecture skills: - Gain familiarity with On-Prem products and Cloud Architecture. - Transition into hybrid architects. - Explore project development prospects: - Windows project has expanded since 2016. - Current team size exceeds 160 across forum, professional, and enterprise levels. - Rapid growth in top Premier business, expanding from Chinese mainland to Asia Pacific and North America. - Potential for global 24/7 business coverage in the future.
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