Job Category: Customer Service & Support
Location: St. Louis, MO, US
Job ID: 803572-86737
Division: Services & Support
PREMIER FIELD ENGINEER - Platforms/Active Directory
Location: St Louis or Kansas City
Premier Field Engineering is looking for a technical & passionate PFE to help our customers with the latest generation of Windows Server and Active Directory.
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 Exchange messaging 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 messaging 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 consulting firms is desired.
Overnight travel is required. Travel requirements vary based on customer needs and could be as much as 40-70%. Candidates must possess current passport or be able to obtain passport within 90 days of hire. They must be available for travel dispatch 24x7x365.
Education: College degree, preferably in Computer Science, is required. MCITP, MCSE, or other applicable advanced certification is strongly preferred, but not required at hire. We will consider related field (or equivalent) experience in technical support or MIS in an Enterprise environment.
Primary responsibilities include providing proactive technical support solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the Exchange client and server. 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 Escalation Engineers. The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical support for corporate customers, including issues escalated to the highest levels of management.
The PFE will provide technical support including proactive technical training onsite, as well as via telephone, and electronic media. Candidates 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 IT operations and infrastructure 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 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 Practice Managers and Technical Account Managers.
Technical Requirements: Solid understanding of client/server, networking, and Internet technologies. Candidate must possess superior knowledge and demonstrated technical proficiency in 2003/2008 Windows Server, Active Directory design and deployment, DNS, DHCP and other related areas at the expert level within large network environments. In addition, the successful candidate must possess excellent knowledge of TCP/IP and other protocols including use of troubleshooting tools - scripting, resource kit diagnostic tools and packet sniffers and\or NetMon. Five or more years of experience in systems development, network operations, and software support or I.T. consulting. Five or more years of industry experience with Microsoft products, effective learning skills, ability to work well in a team environment, strong problem-solving skills.
Secondary expertise in more than one of the following products: Windows desktop Operating Systems, Network Load Balancing, MS Cluster Server/Multi-vendor Cluster and SAN implementations, SQL, IIS, ISA/TMG.
Interested in learning more about Customer Service & Support? Follow us on Twitter @MicrosoftCSSjob, become a fan on Facebook under "Microsoft Customer Service and Support", and find our blog at http://blogs.msdn.com/peoplefirst. Find out more about Premier Field Engineers and their work at the CSS blog and at the Microsoft PFE Facebook page, found under "Premier Field Engineers at Microsoft".
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