it support engineer
13K~18K
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centific
岗位职责:
Responsibilities • Scope a customer issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed. • Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues. • Act internally as a customer advocate. • Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support. • Advise customers on how to gain additional value from their Microsoft products. • Document your technical work and research to help your colleagues, improve the product, and improve the support experience. • Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations Qualifications Required • Strong network and/or VoIP experience with underlying technologies such as Ø Routing & Switching Protocols, Ø TCP/, DNS, QoS, SIP Ø VLANs, and WAN protocols and technologies • Experience working with Windows Server, Active Directory • Knowledge of Office 365 technologies – particularly Microsoft Teams • Strong logical thinking Experience in one or more of these areas desirable • Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect • Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions • Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications • Experience troubleshooting and resolving problems on Skype for Business Online, Microsoft Teams, Hybrid environments set up with Lync Server 2013, Skype for Business Server *********. • Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools Language Qualification Mandarin Language: fluent in reading, writing, and speaking. English Language: fluent in reading, writing, and speaking.
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企业营业执照已通过 平台认证
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