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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 CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

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 customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop 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.

Responsibilities

• Responsible for the customer support experience with Microsoft

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group or engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

The products we handle are mainly as follows:

• Azure Backup

• Azure Site Recovery

• Azure Migrate

• Microsoft Azure Backup Server

• System Center Data Protection Manager (SCDPM)

Qualifications

＜下記いずれかの実務経験や能力、マインドがあること＞

• システムインテグレーション（SI）経験／フィールドSE経験／ソフトウェアサポート経験／ソフトウェア開発経験

• 日進月歩で進んでいる技術を習得していくための、技術に対する高いパッション（情熱）や知識欲

• お客様の問題を正確に把握し、こちらの考えや方針を的確に伝えられる高いコミュニケーション能力

• お客様の問題を解決するために最善の選択ができる、高い理解力と判断力

• 技術サポートに対する経験や興味※ Windowsやマイクロソフトの製品知識は、必ずしも入社前から必要ではありません。※ 他分野、他製品であってもしっかりとした技術知識、学習意欲があれば活躍が可能です。

語学力：

• 流暢な日本語能力（読み書き、会話）

• 英語：英文技術文書の読解力、Email / Chat による社内コミュニケーション用のライティング能力。日常会話ができれば尚可。※ 英語については入社時点では必ずしも必須ではありませんが、英語が出来る場合には将来的に活躍の場が広がります。 積極的に学ぶ意欲を持った方を募集します。

＜Preferred skills　応募資格（尚可）＞

• クラウドや Azure に関連する公的資格、ベンダー資格全般。

• Windows 製品群関連の資格 (MCP, MCSA, MCSE, MCITP)

• Linux や UNIX 関連の資格 (LPI : LPIC, Sun : SCSA)

• ネットワーク関連資格 (Cisco : CCNA, CCNP, ネットワークスペシャリスト試験)

• その他資格等 (VMWare : VCP, ITIL, CompTIA)

＜下記いずれかの実務経験において、1項目以上該当すればなお可＞

• データ保護ソリューション（バックアップや災害対策環境に於けるトラブルシューティングや構築の経験と知識

• クラウド技術についてのシステム運用、展開、構築、設計の経験

• サーバー OS によるシステム運用、展開、構築、設計の経験

• オペレーティングシステムのメカニズム（メモリマネージメント、タスクスケジューリングなど）に関する知識

• クラスターシステムやファイルサーバ、ファイルシステムに関する知識

• TCP/IPプロトコル(V4/V6)、SMB、H.323、HTML、HTTP など各種プロトコルに関する知識やパケットの解析能力

• SQL Server、あるいは同等のサードパーティ製データベースのシステム運用、展開、構築、設計の経験

• C/C++/C#, アセンブラ(Intel Architecture) などのプログラミング経験・スキル

＜Preferred 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

＜Preferred TECHNICAL SKILLS - Knowledge of one or two of the following domains＞

• Operating System/Virtualization, Networking, Microsoft Azure Platform, Microsoft System Center Suite products.

• Familiarity with OS Internals concepts (Windows, Linux, etc.), Storage, Active Directory and Security

• Understanding of Virtualization concepts and virtual system administration, in-depth knowledge of VMware/Hyper-V as a plus.

• Experience with Azure VM configuration and administration.

• Familiarity with networking tools/protocols. (tcpip, http, ping, tracert, tracemon, wire shark, etc.)

• Knowledge of Microsoft Azure Platform services. (as a plus)

• Microsoft Azure architecture and its components. (Fabric, Compute, Storage, etc.)

• Azure Platform development and deployment concepts

We welcome experience with relevant products, but we also welcome experience with competing or related products from other companies.

Also welcome to have Linux experience as well.

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.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .