工作职责：

工作范围：
1. 对中华区Office 365 客户提供技术支持包括但不限于：
Exchange Online
SharePoint Online
Skype for Business Online
其他共享服务
2. 运用相关知识独立分析及解决客户遇到的问题，并将新技术问题归档
3. 能够根据经验积累总结成技术KB
4. 遵循突发事件管理流程解决问题，并将高优先级的问题及时提交给微软进行处理
5. 协助微软SME进行排错，并确保操作的合规性
6. 与微软工程师一起对现有的知识库进行评估，并确保KB文档实时更新
7. 能够接受16x7 On-Call值班
8. 为团队成员提供技术培训
工作职责：
确保Office 365 产品的客户满意度
满足微软提出的SLA
Job Scope:
1. Provide technical support for Office 365 customers in China including but not limited to:
Exchange Online
SharePoint Online
Skype for Business Online
Shared Services
2. Troubleshoot customer incidents according to knowledgebase, and if needed, perform independent analyst for undocumented incidents
3. Accumulate new knowledge base articles
4. Follow established incident management process to resolve incidents, articulate high-priority incidents to Microsoft Operation Center
5. Facilitate and manage Microsoft SME to perform troubleshooting within China’s domain and ensure the operations are compliant
6. Review existing troubleshooting guides and knowledgebase articles on a regular basis with Microsoft internal teams to keep the documents up-to-date
7. Perform duties on a rotating 16x7 On-Call schedule as required
8. Provide technical trainings to team members

Responsibilities:

1. Guarantee customer satisfaction of Office 365 products.
2. Meet Service Level Agreements required by Microsoft.

任职资格：

所需技能：
1. 能够以充满热情及高度责任感的态度来处理客户提交上来的问题
2. 能够建立客户/合作伙伴关系
3. 能够积极有效的和其他团队进行合作
4. 能够为团队成员提供技术指导和培训
5. 能够基于经验对已知问题提供有效信息
6. 能够和其他团队协同工作以获取有效信息以及对现有KB进行修正
7. 3年以上IT相关领域工作经验
8. 最好持有MCSA或MCTS证书
9. 精通英文
10. 计算机和信息技术相关专业者优先考虑
Required Skills:
1. Ability to handle escalated customer issues with empathy and ownership
2. Ability to build customer/partner relationships
3. Comfortable and efficient with cross-group collaboration
4. Ability to offer technical consultation and coaching to team engineers
5. Providing content based information to help resolve known issues
6. Working directly with other teams to request additional content as well as corrections for existing knowledge base articles
7. 3+ years of work experience in IT/Telecom fields
8. MCSA certification or MCTS certification is a big plus
9. Fluent in English (both writing and oral conversation)
10. Degree in Engineering, Information Technology, and Computer Science recommended