6 days ago
Microsoft Lync/Skype for Business
Location: Non-Location Specific East Microsoft?s Business Productivity team is looking for an experienced Premier Field Engineer to drive customer satisfaction, deployment, adoption and support of Microsoft Lync Server 2013 and Skype for Business solutions for several dedicated Fortune 500 customers.
The primary product focus and responsibility will pertain to support of Microsoft Unified Communication technologies with specific emphasis in the following areas: Microsoft Lync Server 2013 Skype for Business Networking and Telephony Integration Windows Server (2008 or 2012) High Availability and Disaster Recovery
The ideal candidate will have a strong aptitude with the ability to lead in-depth technology discussions, articulating the business value of Microsoft UC solutions and advising customers on the integration of complex infrastructures in high availability scenarios. This individual must be able to drive support-consulting engagements, write technical communications and work effectively with our partners and customers to help make their infrastructure solutions successful. This individual must also be able to listen for and recognize scenarios where the customer needs may require complimentary solutions and be able to partner with Premier and Sales to drive successful customer outcomes. Strong business background in Fortune 500 and/or experience with consulting firms is desired. Overnight travel may be required.
This position is intended to be on-site with customers and may require up to 40% availability to travel.
Key Experience needed:
Experience focusing on large or complex Unified Communication infrastructures requiring creative and complex solutions. The ability to lead all aspects of the technical discussion by facilitating the customer understanding of the product / solution through presentations, demonstrations, proof of concepts, deployments and troubleshooting and support. Demonstrated support throughout the product life cycle and developed / managed references through high quality technical and professional client and stakeholder relationships ensuring customer satisfaction. Proven understanding of Unified Communication Technology with emphasis on Microsoft Lync Server 2013 and O365 Lync Online. Experience as a resourceful problem-solver, leveraging internal partner resources in assigned customers leveraging Global Business Support, Premier, EPG, and MCS when required.
Primary responsibilities include:
Provide on-site & remote technical solutions to complex integration problems associated with business solutions built using Microsoft Lync Server 2013 & Lync Online with Office 365 for Microsoft enterprise customers Develop and implement strategies for providing facilitative support resulting in fewer incidents, increased availability, or accelerated deployments The successful candidate will be capable of providing field technical support presence for groups in the Microsoft Services organization, including but not limited to Premier Support, Microsoft Consulting Services, and Global Business Support. The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical support and problem resolution for corporate customers, including issues escalated to the highest levels of management. For engineers working with designated strategic customers: Utilizing knowledge of the customer environment, deliver timely and high quality solutions to customer problems and requests focusing on root cause analysis, prevention, knowledge transfer, and opportunity generation. Requirements and skills for this position include: Engage in advanced technical troubleshooting. Practical experience troubleshooting operating system performance problems. Offer exceptional customer service through an ability to manage challenging technical issues by setting customer expectations, devising and implementing action plans. Ability to manage customer escalations/sub-cases and work under pressure. Exhibit deep technical familiarity with Microsoft Lync Client & Lync Server 2013. Excellent interpersonal, verbal and written communications, analytical and presentation skills. Experience delivering and/or authoring technical training. Ability to deliver presentations and discuss an array of Unified Communications technology concepts including SIP, CCCP, ICE, STUN and TURN. Ensure timely and high quality resolution of all issues. Capabilities to operate in a flexible team environment with minimal supervision. Develop relationships with technical directors or lead architects for the technology you support resulting in more participation in planning and improved satisfaction in support assistance and/or support consulting.
Technology Pluses for this position include: Lync Online with Office 365 Office Communications Server 2007 Lync 2010 Skype for Business Microsoft System Center Forefront Security Exchange Server Knowledge of Group Policy Management Experience with network captures and network troubleshooting In-depth knowledge on Windows Server 2000 through 2K12 PowerShell V2 skills including scripting
Education/Certifications: A BA/BS degree in Computer Science or Engineering fields is preferred along with 3+ years of relevant experience, MCSE Certifications would be a plus.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
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