Premier Field Engineer at Microsoft

Job description

Role Purpose

• PMC DTU Engineer is member of Premier Mission Critical (PMC) Delivery Team Unit (DTU), a highly skilled and passionate team dedicated to proactively drive higher performance and up-time for customers’ mission critical cross-product integrated solutions built on Microsoft technology.
• PMC DTU Engineer works closely with other DTU members and other teams at Microsoft to design and drive the delivery of a proactive program of work and to expedite resolution to reactive issues for PMC customers assigned to a DTU. The role also requires the engineer to be subject matter expert on cross product PMC supported solution and be trusted advisor for the customers’ solution.
• The role offers flexibility to work from home (except when travel for work needed and meetings where onsite or presence at work is preferred)

Responsibilities

• Be familiar with all customer solutions supported by the DTU
• Drive top customer satisfaction
• Customer’s PMC solution success and health
• Contribute to customer service delivery plans (SDP) by identifying possible engagement opportunities, knowledge transfer, and IP development or delivery
• Understand the business goals for the solution and how these relate to the support requirements for proactive and reactive services
• Provide periodic on call rotation cover to support 24*7 availability across all solutions
• Be a Customer lead, either in Primary or Backup capacity for a set number of customers within the DTU
• Deep knowledge of solution architecture and business goals
• Provide solution-specific knowledge transfer to the DSE and Customer
• Customer Solution/business insight (know business)
• Drive the PMC delivery plan with the SDM or TAM
• Continually demonstrate the delivered value to all customer PMC stakeholder levels
• Responsible for knowledge sharing within the DTU (documents, sessions)
• Be the technical advisor for assigned accounts to ensure high customer satisfaction
• Maintain the deep technical skills for proactive and reactive delivery and support, and participate in both proactive and reactive service delivery for PMC customers

Qualifications

Knowledge, Skills and Experience:

Essential Experience

• Excellent written and spoken English
• Expert level Technical support and troubleshooting skills and proven experience (remote and onsite)
• Deep knowledge of product(s) / technologies being supported with proven track record
• Good communication skills and experience in an international environment (cultural and interpersonal awareness)
• Broad technical understanding of cross technology Solution
• Excellent Communication skills which include excellent presentation, negotiation & analytical skills
• Excellent understanding of business side of customer solution

Technical / Functional Skills Required:

• Strong expert level knowledge of On-premise and Hybrid Exchange Sever 2013/2016, Mobility and related technologies e.g. Active Directory, Windows Server, IIS,Net
• Deep Powershell Scripting knowledge and experience
• Experience of supporting complex Exchange deployments and dealing with critical situations
• Knowledge of troubleshooting and analysis tools, e.g. Performance Monitor, Netmon and other Exchange related tools.
• Deep understanding of Microsoft’s cloud offerings
• Advance knowledge and experience of Office365 (including migrations knowledge and experience)
• A good knowledge of working of Exchange with 3rd party applications such as 3rd party Load Balancers, Firewalls, Antivirus and antispam and virtualization solutions

Desirable

• Skype for Business intermediate level knowledge and experience will be a plus
• Knowing other Microsoft technology like Hyper-V will be a plus
• Experience with proactive deliveries and IP development

Personal Attributes / Interpersonal Skills

• Good Collaboration skills
• Good Project management skills
• Basic Account Management skills
• Outstanding customer service skills, customer focus and passion
• Ability to work well in a team environment and demonstrate excellent technical leadership & problem-solving skills
• Willing and able to travel for work and customer deliveries
• Ability to take responsibility and react effectively in complex and difficult situations
• Deep sense of accountability and dedication
• Growth Mindset