We, Microsoft Support for Mission Critical, are looking for a Customer Engineer for Office365 and Exchange. In this role you will be representing our team working with our Mission Critical Customers onsite and remotely on proactive deliveries like delivering workshops, health assessments for solution, performance analysis and optimizing the solution. You will also be troubleshooting challenging issues and working with Microsoft Support engineers on resolving customers’ solution’s complex issues. I addition to this you will be contributing to proactive delivery planning, account management and relationship management with customer.
Job responsibilities:
- Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping define long term strategic goals.
- Contribute to planning of proactive services for customer and account management
- Deliver proactive services to customer onsite and remote
- Communicate with Microsoft Mission Critical customers (verbal , written and face to face correspondence) regarding technically complex issues about Microsoft software products and manage relationships with those customers .Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer handling skills.
- Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
- Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third party vendors.
- Ability to handle Critical Situations in technically challenging and politically hot circumstances.
- Collaborate with other technical teams at Microsoft to deliver solutions to customer issues.
- Create technical content including Knowledge Base articles, whitepapers, training documents, etc.
- Available to work critical cases on a 24×7 basis or through an on-call model
- Available to travel to a customer’s site under short notice and work remotely.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
- Maintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readiness
- 5+ years of working experience on Microsoft Exchange 2016/ 2013 server, Mail Flow, Client connectivity (On-prem and cloud)
- Strong experience and knowledge of Office365 components: Exchange Online and Teams
- Experience with migration of Exchange customers to Office 365 and end to end support and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions
- Knowledge of Office 365 and EXO product capabilities, troubleshooting and monitoring tools
- Experience with troubleshooting, configuring and supporting Hybrid scenarios
- Deep performance analysis skills
- Expertise in Exchange Online Protection
- Experience and knowledge in Active Directory, Windows Server, Authentication and Hybrid Identity technologies, Device management, Load balancing, and Networking will be of a great value
- Ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
- Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing scripts
- Solid understanding of client/server, networking, and Internet technologies fundamentals.
- Understanding of n-tier solutions
Travel:
- Intermittently, there will be business need to travel domestic and international
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.