Technical Support Engineer

Microsoft; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading company in technology seeks a skilled technical support professional to assist customers with technical issues. The role involves troubleshooting, collaboration with cross-functional teams, and providing feedback for product improvements. Candidates should possess strong problem-solving skills and relevant experience with Microsoft technologies. Fluency in English is required, and Mandarin is a plus.

Qualifications

• 2+ years of technical support or a related degree.
• Experience with Microsoft technologies such as Dynamics 365 CE and SQL.

Responsibilities

• Review and resolve customer issues using troubleshooting tools.
• Collaborate with other teams to address complex customer problems.
• Provide feedback for product improvement and participate in case triage.

Skills

Problem Resolution

Analysis

Decision-Making

Education

Bachelor’s Degree in Computer Science

Tools

SQL Server

IIS

Visual Studio

Job description

Responsibilities (Text Only)

1. Response and Resolution: Review issues and contact customers to understand their problems. Keep customers informed about the status and solutions of their issues. Use troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Resolve or escalate various customer issues. Document technical work and research. Analyze problems and develop solutions to meet customer needs using log analysis and other proprietary tools.
2. Collaboration: Work with resources from other groups to resolve moderately complex customer issues involving cross-team and cross-product technical challenges.
3. Readiness: Attend readiness and non-technical trainings to become proficient in support topics.
4. Product/Process Improvement: Provide feedback to improve products, identify potential defects, and escalate them to senior engineers. Utilize automated tools to deliver solutions and suggest improvements for these tools. Participate in case triage meetings and discussions to share ideas and resolve problems.
5. Other: Embody company culture and values.

Qualifications (Text Only)

1. Required Qualifications:
   • 2+ years of technical support, technical consulting, or IT experience, or a bachelor’s degree in Computer Science, IT, or related field.
   • Experience in areas such as Microsoft Dynamics 365 CE, Power Platform, Web Application Troubleshooting, SQL Query, Object-Oriented Programming, DNS, or other Microsoft stack technologies (SQL Server, IIS, ADFS, Exchange, Visual Studio) is desirable.
   • Strong analysis, problem resolution, judgment, and decision-making skills to assist customers with technical issues.
   • Support experience in IT or as an IT technical consultant is a plus.
   • Language Skills: Confident in reading, writing, and speaking English; fluency in Mandarin is optional.
   • Ability to meet Microsoft, customer, and government security screening requirements, including passing the Microsoft Cloud Background Check.
2. Additional Information:
   • Microsoft is an equal opportunity employer. All qualified applicants will be considered regardless of various protected characteristics.
   • Accommodation requests for disabilities during the application process are welcome.
   • Benefits and perks may vary depending on employment nature and location.