Technical Support Engineer - Microsoft Dynamics 365 CE / Power Platform

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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required Qualifications

2+ years technical support, technical consulting experience, or information technology experience OR bachelor’s degree in computer science, Information Technology (IT), or related field.

Experience in one or more of these areas desirable

• Microsoft Dynamics 365 CE OR Power Platform Experience or a Developer focused background would be beneficial but not essential.

• Having knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio).

• Exhibit analysis, problem resolution, judgement and decision-making skills in order to assist customer with their technical issue. Experience of support professional in IT field or IT technical Consultant will be bonus point.

Language Qualification

• English Language: confident in reading, writing and speaking.

• Mandarin Language(optional): fluent in reading, writing and speaking.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Response and Resolution

Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

Resolves or escalates multiple and varied customer issues. Documents technical work and research.

Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.

Product/Process Improvement

Provides feedback to improve products to more senior engineers or technical advisors.

Identifies potential defects and escalates to more senior engineers to resolve.

Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.

Follows processes provided by the business.

Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

Other

Embody our culture and values