Technical Support Engineer

7 months ago

Ho Chi Minh City, Vietnam ADI Consulting Full time

Job Description:
===================

Microsoft Azure, a public cloud computing platform, is a growing collection of integrated cloud services

that includes analytics, computing, database, mobile, networking, storage, and web. To establish cloud

service, one of the keys is to have the Identities ready in the Cloud.

Azure Identity support team belongs to Microsoft CSS Cloud & Enterprise Business Unit. This position

under Azure Identity support team is responsible for delivering Azure Identity Service and support to our

global customers with high customer satisfaction.

The engineer is responsible for support delivery, working with customers to resolve complex technical

customer issues on the Microsoft Azure Platform. In addition, the engineer will focus on determining

technical support scenarios, supportability asks, support workflow adjustments for Azure Identity

components; identifying required tools, cloud access, training, processes, or capabilities for support to

assess issues. Need to closely collaborate with engineering, operations, and other CSS engineers.

Specific measurements include achieving the CPE team goals, time to resolve or escalation, enabling a

response time like competitors, maintaining technical skills through completion of ongoing readiness

and new Azure technology training.

critical issues remotely to WW Microsoft Enterprise Premier Customers with outstanding quality.

Main Responsibilities:
======================

1. The support engineer is responsible for support delivery, providing technical support to azure

customers by resolving escalated, complex technical customer issues on the azure platform and

delivering azure technical support against cpe and workflow efficiency targets; to identify required tools,

cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to

keep escalations to pg operations below 10% of the volume. the ee will need to closely collaborate with

pg engineering and operations, and other cts engineers.

2. The support engineer is a critical role in the implementation of azure platform support capabilities

which include working with the pg and azure supportability pms to implement asks; identify technology,

and/or process readiness needs, and work with training pms and tech leads to ensure support team

readiness; develop relationships with and engage with technology-specific depth queues for customer

incident resolution when required.

3. Specific measurements include achieving the cpe team goals, time to resolution or escalation, enabling

a response time like competitors; maintaining technical skills through completion of ongoing readiness

and platform training; and, in general participating in the creation of future Microsoft support

capabilities for the cloud.

4. The position requires a 24*7 shift, which means accepting the position will allow you to work

overnight shifts in the future.

Qualifications:
==============

**Requirements**:
SOFT SKILLS
- Leadership - handle technically challenging and politically hot customer situations
- Strong communications skills - Excellent spoken and written English communication

skills
- Effective, polished interaction with customer to gather information
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
- Understanding of cloud vs. on premise computing.

TECHNICAL SKILLS

Networking
- Familiarity with networking concepts including VIPs, NAT, DNS, TCP/IP
- Familiarity with networking tools (ping, tracert, tracemon, wireshark, etc.)
- Understanding of load balancing, geo-redundancy, CDN and VPN technologies

preferred
- Having Azure or other public cloud experience for over 2 years is a plus.
- Understanding or experience of Azure Networking product is a plus.

**Salary**: 16,597,073₫ - 32,567,182₫ per month

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