Premier Field Engineer, Services & Support in Annapolis Junction, MD


TitlePremier Field Engineer
CategoryConsulting services
LocationAnnapolis Junction, MD
DivisionServices & Support
Date AddedMarch 28, 2015
Open Positions1

Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of exceptional people who deliver world class services with partners, earning customer confidence, trust, and loyalty by improving the overall Customer and Partner Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.

A Platforms PFE will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Utilize knowledge of the customer environment to resolve issues in a timely manner.

Manage escalations and sub-cases to ensure timely and high quality resolution of all issues.

Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.

Develop relationships with technical directors or lead architects for the supported technologies resulting in more participation in planning and improved satisfaction in support.

Partner with the Technical Account Manager and Program Manager to effectively manage critical situations including documented action plans and daily status updates for the customer and Microsoft management.

Develop a working relationship with Microsoft Consulting Services and Premier Field staff that results in enhanced cooperation and mutual support in achieving each other's goals.

Execute formal post-mortem process on closure of critical issues. Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

Participate in early assist for key products in order to maintain product knowledge and ensure delivery of high quality support to Alliance customers.

Assist with delivery of supportability reviews for your customers. Write technical articles for the Knowledge Base and white papers.

Qualifications:

- A 4-year technical degree or equivalent work experience, plus 3 years' experience in technical support in an Enterprise environment is required.
- Demonstrated technical competence with Activity Directory, Platform Technologies and infrastructure services are required.
- Good working knowledge of Windows Server, Identity Management, Security, DNS, and Client Technologies are essential.
- Strong technical writing skills and the ability to effectively communicate with customer managers and executives on technical and mission issues.
- Strong organization, time management, project management and negotiation skills desired.

The successful candidate must be a U.S. Citizen and have an active US Government Top Secret Security Clearance with access to Sensitive Compartmented Information based on a Single Scope Background Investigation (SSBI) with polygraph.

The position will require travel to customer's sites. The selected candidate must be able to start within 30 days of offer acceptance..

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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