PREMIER FIELD ENGINEER

PREMIER FIELD ENGINEER - OCS

Job Category: Customer Service Support Location: Houston, TX, US Job ID: 777119-69414 Division: Services Support PREMIER FIELD ENGINEER - OCS Location: Irving or Houston, TX Minimum Requirements: This person will be responsible for delivering OCS and UC technical support and optimization for designated Microsoft enterprise customers. The ideal candidate should have at least 1 years experience with LCS/OCS. It is expected that the candidate will further show evidence of the ability to acquire knowledge from a variety of sources regarding all Microsoft technologies. The candidate will be expected to demonstrate and give examples of forward-thinking and strategic experiences while working in both a reactive and proactive technical mode. The candidate will be expected to demonstrate and give examples of their ability to function and contribute to a team-oriented environment. Excellence in written case documentation is expected, and past cases will be reviewed. Goal: To provide high quality technical support reactively and proactively to a designated set of strategic Microsoft customers. Responsibilities: Deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Deliver timely and high quality environmental best practices to the customer, moving the customer from a reactive to a proactive stature in LCS/OCS. Utilize knowledge of the customer environment to resolve issues in a timely manner. Develop and maintain sources of customer information to better facilitate support delivered from a variety of Microsoft resources. 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 a relationship with technical directors or lead architects for Unified Communications resulting in more participation in planning and improved satisfaction in support. Partner with the TAM to effectively manage hot-sites including documented action plans and daily status updates for the customer and Microsoft management. Develop a strong working relationship with MCS and field staff at your account that results in increased 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 designated customers. Assist with delivery of supportability reviews for your customers. Qualifications: 4 year technical degree or equivalent work experience, plus 3-5 years experience in technical support or MIS in an Enterprise environment. Demonstrated technical competence. Current Windows MCSE preferred. MCSE required within 6 months of joining the team. Candidate must possess the ability to effectively communicate with customer managers and executives on technical and business issues. Strong organization, time management, project management and negotiation skills. The position will require travel to customer sites. 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