Technical Support Engineer

Microsoft; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading company seeks a Technical Support Engineer who is proficient in troubleshooting and customer service. This role involves solving complex technical issues and improving processes through collaboration and feedback. Ideal candidates will have a Bachelor's degree in Computer Science or IT, with 2+ years of experience in a technical support environment.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field required.
• 2+ years of technical support or information technology experience preferred.
• Experience with troubleshooting tools and processes is necessary.

Responsibilities

• Improve product/process by using automated tools and collaborative feedback.
• Resolve customer issues while ensuring effective communication throughout.
• Attend training to develop proficiencies in support topics.

Skills

Problem Solving

Customer Service

Technical Troubleshooting

Collaboration

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Job description

Responsibilities

• Product/Process Improvement - Follow processes provided by the business. Use automated tools to deliver solutions for a wide range of issues. Provide feedback on how to improve automated tools. Attend case triage meetings and/or case discussions to collaborate and share ideas to resolve problems. Provide feedback to improve products to more senior engineers or technical advisors. Identify potential defects and escalate to more senior engineers to resolve.
• Response and Resolution - Review issues and contact customers to understand the issue. Ensure customers stay informed about the status/solution of their issue. Utilize troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Resolve or escalate multiple and varied customer issues. Document technical work and research. Analyze problems and develop solutions to meet customer needs using log analysis and other proprietary tools. Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
• Readiness - Attend readiness trainings and non-technical trainings to become proficient in support topics.

Qualifications

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field
• OR 2+ years of technical support, technical consulting experience, or information technology experience
• OR equivalent experience

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
• OR 3+ years of technical support, technical consulting experience, or information technology experience

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.