[招聘]MS O365 Exchange support T1/T2 and Manager [复制链接]

Lead - Customer Support of Office 365
Job Scope:
 Manage a team of 10~20 support engineer to provide 24X7 customer support (Tier 1 and Tier 2) of Microsoft Office 365 for China customers to ensure customer satisfaction;
 Engage with Microsoft Operation Center on a regular basis, gather requirements of process/operations/KPI;
 Design internal customer incident escalation process/knowledge management process and their KPIs accordingly to make SLA (Service Level Agreement) manageable and executable within the team;
 Integrate with Microsoft and its partners’ operation process, provide seamless incident escalation across functions and teams, and transparent to end-customers;
 Familiarize with Microsoft Office 365 Products including Exchange Online, SharePoint Online, Lync Online etc in terms of their business model, system architecture and common troubleshooting steps;
 Drive continuous improvement into the product, process, and technology through gap analysis and solution design.

Responsibilities:
The team lead will be responsible for:
 Overall Customer Satisfaction of Office 365;
 Service Level Agreements required by Microsoft;
 Incidents reduction and operation process/productivity improvement;
 Team performance/attrition/morale;
 Team and team member’s growth;

Required Skills:
 2+ years of experience managing an operations/support team;
 5+ years of customer support experience of software product or online services;
 BS/BA in Computer Science, math, telecommunications, or equivalent education or experience  Fluently English in both written and verbal communications;
 Strong working/support knowledge in applications written under VS.Net environment, using C#/C++ or VB .Net, ASP.NET/MVC, SOAP Web Services;
 Strong understanding of Active Directory, XML, PKI, TCP/IP,IIS and SQL;
 Strong Debugging skills;
 Understanding/administration of Office365( Sharepoint/Exchange/Lync/Proplus) is a huge plus;
 Be able to deal with complicated technical solutions with minimum guidance;
 Basic scripting/automating experience (WCF, Powershell, etc);
 Strong interpersonal skills, written and oral communication as well as strong technical documentation skills are required;
 Operations Experience in a 24 x 7 x 365 enterprise environment;
 Demonstrated strategic thinking, quantitative and analytical skills, team leadership, and collaboration;
 Excellent problem resolution, judgment, negotiating and decision making skills
Detail and results oriented with a good balance of passion for technology and eagerness to accept ownership and accountability;
 Must be able to effectively manage and prioritize multiple tasks in accordance with high level objectives/projects;
 Occasionally night shift is required;

Support Engineer - Customer Support of Office 365
Job Scope:
 Provide technical support for Office 365 customers in China including but not limited to:
 Exchange Online;
 SharePoint Online;
 Lynch Online;
 Troubleshoot customer incidents according to knowledgebase, and if needed, perform independent analyst for undocumented incidents and accumulate new knowledge articles;
 Follow established incident management process to resolve incidents, articulate high-priority incidents to Microsoft Operation Center;
 Facilitate and manage Microsoft SME to perform troubleshooting within China’s domain and ensure the operations are compliant;
 Review existing troubleshooting guides and knowledgebase articles on a regular basis with Microsoft internal teams to keep the documents up-to-date;
 Provide technical trainings for Tier 0/1 or new members of the team

Responsibilities:
The support analyst will be responsible for:
 Customer Satisfaction of Office 365 product line;
 Service Level Agreements required by Microsoft;

Required Skills (Tier 1 and Tier 2):
 Ability to handle escalated customer situations with empathy and ownership;
 Ability to build customer/partner relationships;
 Comfortable and efficient with cross-group collaboration;
 Ability to offer technical consultation and coaching to Tier 0/1 agents via a ticketing system;
 Ability to coach and mentor Tier 0/1 agents;
 Providing content based information to help resolve known issues;
 Working directly with other teams to request additional content as well as corrections for existing knowledge base articles.

Required Skills (Tier 2):
 Additional Minimum Tier 2 Support Agent Qualifications
 At least 1-3 years of technical support experience in the Tier 1 support role working with similar products;
 MCSA certification at or within 6 months of hire if external;
 MCTS certification at or within 6 months of hire, 1 year if external;
 Familiar with office365 product;
 Proficient in English and Mandarin;
 Shift rotation is required;

Contact: zhang.ou@21vianet.com; gai.peng@21vianet.com