Technical Support Engineer

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.

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.