#Overview

クラウドサービスのお仕事に興味はありませんか？技術的に複雑な問題解決に挑戦したいパッションをお持ちですか？私たち、Office 365 サポートチームのサポート エスカレーション エンジニアとして一緒に働いてみませんか？

[Purpose　:　概要]

SharePoint Online, OneDrive for Business, and Yammer are cloud-based services for businesses of all sizes. Instead of deploying on-premises servers, any business can subscribe to an Office 365 or SharePoint Online. You can use SharePoint Online as a secure place to store, organize, share, and access information from any device.

As a Support Escalation Engineer, you will have a chance to solve technically complex problems for our customers from Japan. Your technical and relationship skills are critical to the success of the customer’s perception of value of the Microsoft solution. It involves broad, in-depth product knowledge or in-depth product specialty; and collaborate with Product Group to resolve the technical problems, and help improving the product quality.

We are looking for people who

・Are curious and eager to sort complex issues

・Like to collaborate in multicultural environments and interacting with product groups to resolve service issues

・Are autonomous with a strong sense of customer service to be able to engage with the right internal audiences

#Responsibilities 

[Key Responsibilities　：　職務内容]

・As a Support Escalation Engineer, you will receive escalations and technical questions from our frontline support engineers, then provide solutions quickly

・You will have the opportunity to foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations. 

・Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management. 

・Act as a technical focal point in cooperative relationships with customers, and global team of engineers. 

・Own and resolve technically complex mission critical or politically hot customer issues 

・Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation. 

・Use trace analysis, debug skills, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code. 

・Maintain strong working knowledge of released products, take ownership for product improvement. 

・Responsible support area is one or two of below:

・SharePoint Online, OneDrive for Business, and Yammer

・Exchange Online

・Identity, Admin

・Skype for Business, Teams

・Office ProPlus

#Qualifications

[Required skills　：　応募資格　必須]

Core Qualifications:

・2+ years of full time Development/IT operation experience

・日本語: ネイティブな日本語能力。読み書き会話。

・英語: ビジネスレベルの会話能力。英文技術文書や電子メールの読み書きおよび、製品のトレーニングや海外拠点とのミーティングにおいて、英語のヒアリングや口頭でのコミュニケーションが求められます。

・Japanese: native or fluent (speaking, reading, writing)

・English: fluent (speaking, reading, writing). Communication with global team is required

・Excellent oral and written communication skills in English

・Must have sufficient technical depth to communicate with development and other internal organizations at a peer level

・Must possess the ability to work independently with minimal management supervision

・Demonstrated quick learning skill on technical knowledge

Technical Requirement:

・Solid Computer science background is must

・A superior knowledge and demonstrated technical proficiency in Microsoft .NET framework, SQL server, Microsoft Internet Information Services (IIS), and authentication with Active Directory.

・Good general networking knowledge including DNS, TCP/IP, Sub-netting, and VoIP, SIP if you work on Skype for Business or Teams

・Experience of using support tools such as Fiddler, HTTPWatch, NetMon, IE Developer Tools. 

・Understanding of SharePoint development methodologies, C#, Sandbox solutions (optional).

・Experience of Web standards and technologies, e.g. HTTP, JavaScript, CSS, XML. 

・Be familiar with PowerShell / Active Directory is a plus

・Strong knowledge of Exchange Server / SharePoint Server / Skype for Business Server / Office 365 is preferred. 

[Message from the Manager　：マネージャーからのメッセージ]

Join us as a Support Escalation Engineer for Office 365, then be one who delivers on our mission to empower every person and every organization on the planet to achieve more.

Work location 勤務地 - Tokyo, Shinagawa　 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.