Windows Server - Technical Support Engineer

Windows Server - Technical Support Engineer
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Project Introduction
The project provides Microsoft worldwide customers with the most professional technical support services in the process of building, configuring and maintaining Windows servers. The project customers are all over the world, and most of them are multinational enterprises of the world's top 500. The Engineer in this position will work with Microsoft's top technical support engineers in all time zones around the world to provide technical support services to Microsoft customers by telephone, e-mail and remote assistance, so as to ensure customers'continuous recognition and satisfaction with Microsoft's products and services.
Every member of the project team is responsible for providing the best service and helping other members of the team grow rapidly. Build an effective platform so that every colleague can give full play to their best abilities, help others and build their own influence.
Windows Technology Advantages
Over the years, Windows is still the cornerstone of many Microsoft product lines, and its status has never changed, but more from front to back, from outside to inside. The underlying infrastructure of Microsoft's public cloud product azure is a cloud platform based on a large number of Windows Server servers, networks and storage devices. For large enterprises with high digital requirements, if they want to build a private cloud or hybrid cloud data center based on Microsoft technology, they can't do without high-end infrastructure engineers and operation and maintenance engineers proficient in Windows Server technology.
Core Technology
As the traditional technology of on Prem, Windows has always been the foundation for Microsoft to settle down, and operating system (OS), Virtualization (Hyper-V), network (Network) and storage (storage) together constitute today's cloud infrastructure. No on Prem, no cloud, it can be said that mastering the underlying Windows technology has more advantages not only in technical depth, but especially in the hybrid environment.
Windows technology itself is also developing and evolving. In the cloud world, Windows has also added many new features, such as nano server, Windows container, SDN, storage space direct. Windows technology is not out of date, but keeps pace with the times.
Taking directory service technology, which is more inclined to the application layer, as an example, through in-depth understanding of a variety of authentication technologies, we can not only master the core business of the traditional IT environment, but also easily extend to the identity business of the Azure Platform.
Tech Specialties
Directory Service (DS): Active Directory Management, Authentication, PKI
Networking (Net): DHCP/DNS/SMB/TCP-IP/RDS/VPN (e.g. SDN)
Storage & High-Availability (SHA): Windows Cluster and Storage (e.g. Storage Space Direct, Windows Container)
Performance and Setup (Perf & DnD): Windows Server performance, WDS, MDT, Bitlocker, Printing (Nano Server), Windows 10
User Experience (UEX): Remote Desktop Service (RDS), Azure Virtual Desktop (AVD), Fax, Printing Service, VDI, etc.
Your role & responsibilities:
Master communication skills to ensure customers have enough confidence in the solutions provided by Microsoft.
Help Microsoft customers solve the technical problems encountered in the use or deployment of Windows operating system.
Represent Microsoft to achieve higher customer satisfaction.
Use accurate analysis tools to analyze problems.
Your skills & qualifications:
Fluent in English/Chinese listening, speaking, reading and writing.
Interested in long-term development in IT direction. Computer related major or IT working background candidate is preferred.
Excellent customer service awareness and communication skills.
Fast learning and excellent problem-solving skills.
Positive and cheerful, with strong passion and good cooperation spirit.
Be able to accept shift arrangement and adapt to fast-paced and high-intensity working environment.
Value added in this project
Improve the ability to analyze and solve problems: can be a generalist familiar with the cross-technology field of Windows, can also be an industry elite who can work with the product group.
Practice language skills and communication skills: in the working environment where English is the main communication language, we have the opportunity to communicate with customers and colleagues all over the world every day. Provide customized training to effectively communicate with customers from different cultures and backgrounds, and practice constantly in daily work.
Develop teamwork skills: work with different teams every day. Teamwork, helping others and building influence are the cornerstone of employees' success.
Develop project management ability: work with the global team to initiate and implement relevant projects, such as helping the team complete necessary training, improve work efficiency, locate the hot spots most concerned by customers, and assist the product team to optimize products.
Cradle of hybrid cloud architects: familiar with the underlying On-Prem products and solutions of Cloud Architecture, can be transformed into hybrid architects.
Project development prospect: since its establishment in 2016, Windows project has been expanding. At present, it has a team scale of more than 160 people at forum, professional and enterprise level. Among them, the top Premier business is expanding rapidly, and from Chinese mainland to the whole Asia Pacific and some North American time zones. It may cover the global 24*7 business in the future, and has great potential for development.
Promotion Opportunities
Project internal promotion: if you crave technology, with the improvement of technical ability, senior Tech Leader is not a dream; If you are eager for management, with your understanding of the business and the accumulation of experience, the Team Manager is not far from you!
Working hours
The team will arrange shifts for rotation according to business needs, such as:
• Global English support:
➢ APAC shift: 6:30AM-3:30PM (UTC+7).
➢ EMEA Shift: 2:30PM-11:30PM (UTC+7).
➢ 4 working days + 1 weekend shift (5 working days a week).
➢ During legal holidays, a certain proportion of engineers will be arranged to work overtime according to business conditions (overtime pay or compensatory leave will be paid according to national regulations).
• Simple / Traditional Chinese support
➢ China shift: 8AM-5PM (UTC+7), followed Chinese workdays.
➢ Local language premier non-biz-hour on-call.
Note: the project will give a certain shift allowance for special shifts according to the actual situation.