Job Category: Customer Service & Support
Location: Buenos Aires, AR
Job ID: 821987-100880
Division: Services & Support
Group’s Purpose
CTS Latin America delivers 24 x 7 world-class customer support and service to small & medium businesses (SMB), enterprise businesses, partners, and developers, throughout the customer lifecycle.
Job Description
The Support Engineer - SE will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with those customers. Frequently, these problems will be not only technically complex but will be politically charged situations requiring the highest level of customer skill. After receiving escalated issues, maintain ownership until resolved completely. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product line. The Support Engineer will apply deep knowledge of computer operating systems and network operating systems, languages, and development tools to investigate and resolve computer software and hardware problems by making use of trace analysis, source code, debugging, performance analysis, and other sophisticated troubleshooting tools to analyze problems and develop solutions to meet customer needs it may involve writing code. Includes management of hot situations by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved. You''ll lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently. Act as a technical leader, mentor, and role model on a team of engineers provide direction to others, review solutions and articles, and mentor new support engineers. Design and implement sample software modules and applications for internal/external use and research and document product errors. Write technical articles and sample programs for knowledge base. The SE may also be involved in leading technical triages, delivering technical training, and may be assigned to work on software technical support projects and other related projects.
Qualifications
Skills/Knowledge
Good Communication Skills - Spoken and written English and Portuguese or English and Spanish (including technical writing) required
Excellent demonstrated customer service skills. Effective learning skills. Works well in a team environment. Strong problem-solving skills. Desired background in Technical Training.
Education
Bachelor''s Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.
Experience
- Minimum of 3 years of experience in systems development, network operations, software support or I.T. consulting.
- Five or more years of industry experience with Microsoft Server products. Strong knowledge of Microsoft Windows Server 2008, Windows 7, Windows 2012, Windows 8 and TMG Server.
- Strong knowledge of Windows Internals and ability to debug user mode code a plus.
Location: Buenos Aires, AR
Job ID: 821987-100880
Division: Services & Support
Group’s Purpose
CTS Latin America delivers 24 x 7 world-class customer support and service to small & medium businesses (SMB), enterprise businesses, partners, and developers, throughout the customer lifecycle.
Job Description
The Support Engineer - SE will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with those customers. Frequently, these problems will be not only technically complex but will be politically charged situations requiring the highest level of customer skill. After receiving escalated issues, maintain ownership until resolved completely. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product line. The Support Engineer will apply deep knowledge of computer operating systems and network operating systems, languages, and development tools to investigate and resolve computer software and hardware problems by making use of trace analysis, source code, debugging, performance analysis, and other sophisticated troubleshooting tools to analyze problems and develop solutions to meet customer needs it may involve writing code. Includes management of hot situations by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved. You''ll lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently. Act as a technical leader, mentor, and role model on a team of engineers provide direction to others, review solutions and articles, and mentor new support engineers. Design and implement sample software modules and applications for internal/external use and research and document product errors. Write technical articles and sample programs for knowledge base. The SE may also be involved in leading technical triages, delivering technical training, and may be assigned to work on software technical support projects and other related projects.
Qualifications
Skills/Knowledge
Good Communication Skills - Spoken and written English and Portuguese or English and Spanish (including technical writing) required
Excellent demonstrated customer service skills. Effective learning skills. Works well in a team environment. Strong problem-solving skills. Desired background in Technical Training.
Education
Bachelor''s Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.
Experience
- Minimum of 3 years of experience in systems development, network operations, software support or I.T. consulting.
- Five or more years of industry experience with Microsoft Server products. Strong knowledge of Microsoft Windows Server 2008, Windows 7, Windows 2012, Windows 8 and TMG Server.
- Strong knowledge of Windows Internals and ability to debug user mode code a plus.
