Operational Engineer 上海 （Microsoft contractor）

zhpandy

Email：

mp0572@manpower.com.cn




ROLE: Operational Engineer

SUMMARY: the role will provide an Operations Engineer position to support global escalations and availability management as the interface between support and Operations (GFS) for Consumers, Vendor agents, and Partners.  The Operations Engineer will manage on-going interaction with all parts of the online services business as well as internal and external customers and partners of Microsoft and escalate complex problems, involving broad, in-depth product knowledge or in-depth product specialty.

Responsibilities
Demonstrate the ability to manage a broad range of issues and critical situations.

Triage issues through impact assessment and initial investigation

Determine the priority of escalations received and ensure it is handled within the given SLA

Troubleshoot and/or escalate issue until resolution

Collaborate effectively with various Microsoft groups to drive resolution

Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner

Take an active role in collecting and relaying enhancements feedback on existing processes and workflows

Utilize effective multi lingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.

Participate in shift support coverage schedule providing timely, reliable and high-quality response, e.g. morning shift

Act as substantial technical resource for Microsoft EDU and BPOS software products

Competencies
At least 3 years of Technical Support experience (in a Tier 2 or 3 role) including experience with technical support operational metrics, Customer Sat, MPI’s, SLA’s

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

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.                MX, CNAME, TXT, SRV IP Routing and managementKnow and use Trace Route, PINGDescribe the function of a routerDescribe how data flowsNetworkingExchangeGeneral Internet conceptsMail handlingHow a browser functionsCertificate knowledge, troubleshooting

Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint and associated applications

Able to display a high degree of organization and be able to prioritize tasks effectively

Ability to develop comprehensive problem/resolution/Post-Mortem descriptions

Accurate and logical problem solving abilities, troubleshooting abilities required

Strong Operational/Coordination skills/experience required

Experience with Customer Resolution Ticketing systems/User Account Administration

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

Able to create and follow documented process

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:·          MCP certification (preferred)  – Vendor agrees to have Operational Engineers MCP certified within the first 6 months of program launch·         MCSE certification as an MS Systems Engineer is strongly preferred, but not essential requirement

Key Measure:·         Solid understanding of standard computer science concepts, personal computer architecture and networking required. ·         Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.·         Strong communication, problem solving and technical writing skills; excellent customer service and support skills required