Full Job Description
The purpose of the Customer Engineer (CE) position is to provide Microsoft customers with reliable technical solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the client and server or resource in high profile projects to ensure customer value. The CE Team supports a diverse variety of technical solutions built with Microsoft technology and products.
The Customer 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 workshop/training onsite, as well as via telephone, and electronic media. The CE also delivers proactive Health Checks (HC) and advisory assistance which involves sharing MS best practices, analysing the customer environment and setup against the best practices.
Deliver a high quality customer and partner experience through timely and effective response and resolution to customers. Ensure the success of Microsoft products within customers' IT operations by providing deep technical skills for proactive and reactive delivery that involve technically complex or politically sensitive situations in large, enterprise-scale environments.
You will have the ability to combine your technical skills, creativity and customer focus in order to deliver great solutions to the customers and ensure they get the best out of our technologies and solutions.
Provides strategic vision and guidance for successful implementation of customer solutions through developed trusted advisor relationships and successful integration of Microsoft products into customer engagements.
Collaborate with internal groups and teams, partners, industry, etc.
Candidates must have exceptional customer service, problem solving, technical writing, and communication skills, and the ability to work in a team environment. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level as well as convey technical concepts to non-technical individuals. Must possess the ability to work with minimal supervision and operate as a self-contained business unit within the CE team. Must have the ability to work independently and as part of a team. Strong organization, time management, project management and negotiation skills are essential.
Candidate should have the ability to acquire knowledge from a variety of sources regarding related Microsoft technologies. And also have the ability to effectively communicate with customer managers / executives on technical / business issues.
The ideal candidate will have a B.E degree or equivalent. Applicable advanced industry certification is strongly preferred. Messaging Administrator ITIL or another applicable advanced certification is strongly preferred.
Five or more years’ experience in systems development or I.T. consulting or five or more year’s industry experience with Microsoft products are required.
Exchange Customer Engineers should be experienced in implementing, administering, tuning and troubleshooting enterprise scale Exchange Server platforms, Exchange Online and Hybrid
Engineers also have a breadth of knowledge covering Active Directory, ADFS, AZURE AD Connect.
Areas of knowledge and proficiency should include, but are not limited to the following:
Implementation and management of Exchange Server and Office 365.
Security and Compliance
Experience of advanced configuration including clustering, SAN’s, performance optimization and remote access.
Candidates should have a good working knowledge of the implementation of an Exchange disaster recovery and Exchange high availability plan.
Experience of migrating from previous versions of Exchange Server or third-party messaging systems, sound knowledge on SMTP, POP3, IMAP and TCP/IP protocols.
Fundamental networking knowledge – IP, DNS, WINS, IP routing, network address translation etc.
Experience Troubleshooting Exchange Server, network and windows server operating systems related issues along with monitoring alerting and logging.
Executive-level interpersonal, verbal, written and presentation skills, good listener, ability to provide a trusted voice at the decision-making table.
Candidates must possess current passport or be able to obtain passport within 60 days of hire. This job would require you to travel and at times will require 24x7 availability.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.