PFE Job in New York, New York US
PFE
Job Description Job Category: Customer Service Support Location: New York, NY, US Job ID: 782241-74456 Division: Services Support PREMIER FIELD ENGINEER - Windows Platform Technologies NYC metro area 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 Primary responsibilities for this PFE role 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 person in this position will need to 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). You will provide technical support including product technical training onsite, as well as via telephone, and electronic media. This PFE 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. Overnight travel is required. Travel requirements could be as much as 50-70% in the NYC area Qualifications: - Superior problem solving and troubleshooting skills at the System Engineer level - Exceptional customer service, overall communication and technical writing skills. - Technical depth to communicate with development and other internal organizations at a peer level - Ability to work independently with minimal management supervision and as part of a 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 Managers and Technical Account Managers. Technical Requirements: - Solid understanding of client/server, networking, and Internet technologies fundamentals. - Superior knowledge and demonstrated technical proficiency in Windows 2000/2003 Server and Microsoft client products, Active Directory design and deployment, DNS, DHCP and other related areas - Troubleshooting skills at the expert level within large network environments. - Excellent knowledge of TCP/IP and other protocols including use of troubleshooting tools - scripting, resource kit diagnostic tools and packet sniffers and'or Netmon. - 5 or more years experience in systems development, network operations, and software support or I.T. consulting. - 5 or more years industry experience with Microsoft products - Effective learning skills - Work well in a team environment - Strong problem-solving skills - Secondary expertise in more than one of the following products: Windows desktop Operating Systems, Windows server Operating Systems, Network Load Balancing, MS Cluster Server/Multi-vendor Cluster and SAN implementations, SQL, IIS, ISA. - Current passport or be able to obtain passport within 90 days of hire. - Available for travel dispatch 24x7x365. - Must be US citizen - Hold or able to obtain Secret security clearance - MCSE strongly preferred 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". SS:CS PFE