Job Description
The position represents
Microsoft and provides technical support to Microsoft Enterprise Premier
Customers across the Asia Pacific and Great China region with the high customer
satisfaction. The candidate is required to be able to identify the root cause
and provide our customer with the solution in a timely manner for mission
critical issues of System Center Configuration Manager.
Main Responsibilities:
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1. Customer Issue Resolution& Responsiveness
Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.
- Define and understand the customer issue by creating the adequate reproduction scenarios.
- Research, troubleshoot,develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
2. Effective Communication& Collaboration
- Identify the right resource to collaborate with for tough & political hot problem.
- Collaborate with cross-team peers both proactively and reactively.
3. Operational Precision
- Adhere to published queue or call back schedule and be available for on-call duty, as necessary.
- Use appropriate documentation and utilization and / or labor tracking methods to account for time.
- Manage and prioritize your workload while keeping team members and management appropriately informed.
Qualifications:
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1. Bachelor Degree in Computer Science, Electronic Engineering or equivalent experience.
2. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.
3. Must have strong verbal and written English skills;
4. A minimum of 1 year IT experience and demonstrate aptitude for providing superior customer service in
politically charged environment.
5. Strong analytical logicand problem troubleshooting skills.
6. Good understanding and troubleshooting experience for SCCM,WSUS.
7. Coding experience is preferred.