Job Category: Customer Service & SupportLocation: Chicago, IL, USJob ID: 836474-111990Division: Services & Support
Description
Premier Field Engineering is looking for a technical & passionate PFE to help our customers with the latest generation of Lync Server.Do you love to solve problems and help improve the quality of Microsoft’s products? If so, this is a great opportunity for you. You will be working with customers and partners building, deploying, operating and optimizing large enterprise Lync environments.
We are looking for a PFE with experience in technical design, driving projects, managing and building new relationships with internal and external customers and partners, and great team spirit. This person must be able to drive support consulting engagements, write technical and non-technical communications, and work effectively with our partners and customers to help make them successful in their Lync activities.
Candidate is expected to work effectively in cross-group situations and be able to drive towards integration-oriented solutions to provide Microsoft customers with reliable technical solutions to the complex integration problems associated with business solutions built on the Microsoft platform. The PFE Team supports a diverse variety of technical solutions built with Microsoft technology and products. Typical tasks performed in this role include specific problem isolation and correction, user mode debugging, conducting supportability reviews, performance tuning, stability consulting/troubleshooting, configuration management, pre-rollout testing and general support consulting.
Strong business background in Fortune 500 and/or experience with software consulting firms is desired. Overnight travel is required. This position is intended to be on-site and dedicated to one customer, and travel requirements vary based upon customer/partner software development cycles and changing needs, and could be as much as 10%.
BS in Computer Science or equivalent experience required. MCITP, MCSE, or other applicable advanced certification is strongly preferred, but not required at hire. We will consider related field (or equivalent) experience.
Primary responsibilities include providing on-site technical support solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the client and server. The successful candidate will be capable of providing field technical support and proactive service presence for groups in the Microsoft Services organization, including but not limited to Premier Support, Microsoft Consulting Services, and escalation engineers (CPR). The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical troubleshooting support and problem resolution for Product Support Services and corporate customers, including issues escalated to the highest levels of management. The candidate will provide technical support including product technical training onsite, as well as via telephone, and electronic media. Candidate must be able to manage hot issues by setting customer expectations, devising and implementing action plans, being available 24x7 and professionally communicating to all parties involved.
Recommended qualifications include: Superior problem solving and troubleshooting skills at the System Engineer level; exceptional customer service, overall communication and technical writing skills. 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 and as part of a nationwide team of engineers; Demonstrated aptitude for providing exceptional customer service in politically charged environments; Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems at customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions; Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers.
Technical Requirements: at least 1 year combined experience with OCS and/or Lync. It is expected that the candidate will further show evidence of the ability to acquire knowledge from a variety of sources regarding all Microsoft technologies.
Responsibilities:
- Deliver timely and high quality solutions to customer problems and requests focusing on root cause analysis, prevention, knowledge transfer, and opportunity generation
- Utilizing knowledge of the customer environment to drive issues to resolution
- Develop and maintain a source for customer information to facilitate better support
- Manage escalations and sub-cases to ensure timely and high quality resolution of all issues
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments
- Develop a relationship with technical directors or lead architects for the technology you support resulting in more participation in planning and improved satisfaction in support
- Partner with the Microsoft Technical Account Manager to effectively manage hot-sites including documented action plans and daily status updates for the customer and Microsoft management
- Develop a strong working relationship with the Microsoft account team at your accounts that results in increased cooperation and mutual support in achieving each other's goals
- Execute formal post-mortem process on closure of critical issues
- Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems
- Develop and deliver environment specific training to your customers
- Assist with delivery of supportability reviews for your customers
- Write technical articles for the Knowledge Base and white papers
Contacts:
This position has frequent contact with Microsoft DSE Customers, TAM's, Consulting, Product Sales, developers, program managers, support engineers, managers, and other support vendors.
Education: College degree, preferably in Computer Science, is required. MCSE strongly preferred -- will consider related field (or equivalent) experience.
Nearest Major Market: Chicago
Job Segments: Engineer, Consulting, Field Engineer, Computer Science, Testing, Engineering, Technolog
y
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