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3 months ago
Salary band: $10k - $15k
Location: North America, United States, New York
Job type: Permanent
Contact: Microsoft Corporation
Category: Engineer
OVERVIEW: Microsoft Services is proud to have the opportunity to serve our government and offer an opportunity for you to do the same. The security of our nation and preservation of our nation?s interest are critical to the safety and prosperity of the United States. The Microsoft Services team has provided and continues to provide a vital role in supporting the successful and accelerated achievement of our customers? objectives through Microsoft products. Microsoft has seen an explosive growth in the adoption of Microsoft Exchange. The successful candidate must be a U.S. Citizen.

Microsoft Services is looking for a Dedicated Premier Field Engineer with extensive Microsoft Exchange expertise who will support the National Security Group.

By establishing, maintaining, and growing a trusted advisor relationship with Microsoft Customers Premier Field Engineering helps to accelerate customer adoption and productive use of Microsoft products. Premier Field Engineers provide reactive and proactive support to Enterprise Customers for the most technically complex or politically sensitive support situations in Microsoft. 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 and Professional 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.

A 4-year technical degree or equivalent work experience, plus 3 years of experience in technical support in an Enterprise environment is required.

Communication Skills: Exceptional communication skills expected in this role: Technical Writing skills, Presentation/Training skills

Customer Service Skills: Exceptional Responsiveness to customers: Outstanding demonstrated ability in developing strategic ongoing customer relationships, gaining trust and respect for the company.

Responsibilities include:

* Maintaining and executing Service Delivery Plans for multiple customer MS Exchange environments to bring them to a healthy state.

* Deliver proactive onsite support and knowledge transfer on MS Exchange to multiple customers to prevent future incidents.

* Deliver reactive onsite Exchange support when requested.

* Deliver SKU services and customized workshops.

* Maintain deep knowledge of latest Exchange products and configurations of Enterprise Customers by continuously increasing technical knowledge.

* Assist with other support incidents within the Global Technical Support Center (GTSC) where possible.

Technical Abilities:

* Accountable for root cause analysis, prevention and knowledge transfer, identifies routine bugs.

* Solves complex technical problems through sound, creative troubleshooting.

* Examines possible workarounds and escalates as required.

* Is expected to identify customer opportunities for proactive delivery offerings.

* Handles difficult cases, involving broad & complex technical skills for two or more technical specialties.

* Demonstrates the ability to identify & escalate non-routine bugs. Is expected to participate in the evolution of proactive service offerings and having an overall impact on the advancement of the Service Catalogue

* Handles difficult cases, involving broad & complex technical skills for two or more technical specialties.

* Also demonstrates the ability to identify & escalate non-routine bugs.

* Is expected to participate in the evolution of proactive service offerings, having an overall impact on the advancement of the Service Catalogue.

* Is a recognized expert in the troubleshooting / debugging of complex issues sometimes involving multiple technologies

The position requires a technically superior Field Engineer who is resourceful, confident under pressure, and has demonstrated deep technical MS Exchange optimization and support expertise. In addition, Activity Directory, Platform Technologies and infrastructure services skills are required. Good working knowledge of Windows Server, Identity Management, Security, and Client Technologies are essential.

The successful candidate must be a U.S. Citizen, hold or be able to obtain a US Government Top Secret Security Clearance with access to Sensitive Compartmented Information based on a Single Scope Background Investigation (SSBI) and be able to start within 30 days of offer acceptance. This position will require travel to customer sites.

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.
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