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Support Engineer
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
Responsibilities
Language Qualification
English Language: fluent in reading, writing and speaking.
The ideal candidate will be required to have a Technical Degree or adequate practical background (2-5 years) on the following Technologies
Strong knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014 /2016 /2017 /2019 at administrative level (Installation, index and table maintenance, backups etc.)
Strong knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014/2016/2017/2019 at dev level (SQL language, Stored Procedures, etc.)
Good Windows Operating System background on Threads, Processes and Memory Management (Heap, Stack, Virtual Memory)
Additional skills on one of the following technologies will be considered a big plus
Windows Clustering
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.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.
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
Language Qualification
English Language: fluent in reading, writing and speaking.
The ideal candidate will be required to have a Technical Degree or adequate practical background (2-5 years) on the following Technologies
Strong knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014 /2016 /2017 /2019 at administrative level (Installation, index and table maintenance, backups etc.)
Strong knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014/2016/2017/2019 at dev level (SQL language, Stored Procedures, etc.)
Good Windows Operating System background on Threads, Processes and Memory Management (Heap, Stack, Virtual Memory)
Additional skills on one of the following technologies will be considered a big plus
Windows Clustering
- Debugging / Creating and Reading memory Dumps
- Basic Programming skills with Python, R, C# or VB.Net
- Good Knowledge of .Net Framework
- Cloud knowledge (AZURE)
- A Microsoft certification (MCSE or MCSD) is also considered a plus.
- Excellent understanding of Database concepts and deployments
- Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and/or SQL language
- Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
- Excellent Communication Skills - verbal, listening, and written (including technical writing).
- Passion for technology, lifelong learning and professional development.
- Experience supporting Azure or other cloud-based solutions;
- Microsoft certifications in data platform or Azure technologies;
- Experience troubleshooting distributed solutions;
- Experience troubleshooting Open Source Databases like MySQL, Postgre SQL, etc., Basic Networking (TCP/IP communications, UDP, OSI model, DNS, firewalls), Storage and Platform troubleshooting skills;
- Good knowledge of writing applications that use data access technologies (i.e. ADO, ADO.NET, ODBC, OLE DB, and any ORM frameworks against RDBMSs like Microsoft SQL Server, Oracle, Sybase, MySQL)
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.
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