Technical Support Engineer (Windows Commercial - from 18M)

RESPONSIBILITIES

1. Provide technical support to Microsoft consumers

- Effectively communicate technical information and troubleshooting steps to Microsoft consumers via phone and email in English.

- Utilize strong knowledge of Windows system to diagnose and resolve customer issues.

- Clearly document customer interactions, resolutions, and knowledge gained for future reference and team knowledge sharing.

2. Maintain high-quality service delivery

- Adhere to service level agreements (SLAs) and performance metrics.

- Proactively identify and escalate critical issues.

- Contribute to continuous improvement of support processes and knowledge base.

3. Ensure data security and compliance

- Strictly adhere to Microsoft's Code of Business Conduct and data privacy guidelines.

- Safeguard customer Personally Identifiable Information (PII) at all times.

- Maintain confidentiality of sensitive information.

REQUIREMENTS

1. Technical Skills

- Proven experience in providing technical support to end-users (at least 1 year).

- Strong understanding of Microsoft Windows systems, especially Domain Service or Networking.

- Familiarity with IT troubleshooting methodologies and tools.

2. Communication & Interpersonal Skills

- Excellent written and verbal communication skills in English (fluency required).

- Outstanding customer service skills with a focus on empathy, patience, and active listening.

- Ability to clearly and concisely explain technical concepts to technical and non-technical customers.

3. Professional Attributes

- Passion for technology and a desire to learn and grow within the IT industry.

- Strong problem-solving and analytical skills.

- Ability to work independently and as part of a team.

- Adaptability and flexibility to work in a fast-paced environment.

4. Shift Availability: Available to work rotating shifts as determined by the manager.

BENEFITS

- Competitive salary depending on experience

- 90% contribution of the gross salary to social insurance from the company side

- Full salary during the probationary period

- 12 days of annual leave, 8 days of sick leave

- Annual Health Checkup

- Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)