Customer Engineer - Microsoft Exchange
Microsoft
Bangalore, Karnataka, India
4d ago

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Customer Success : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

Customer Engineers (CEs) are deep technical advisors supporting Enterprise customers to deliver unique value by removing blockers to consumption within their given Solution Area.

CEs provide technical support including risk assessments and tuning to operate and optimize a customer’s cloud or on-premise environment.

The Customer Engineer provides support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the account team.

Customer Engineer services can be delivered either remotely or on-premises.

Responsibilities

Support Management - 50%

  • Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them.
  • Provides the most effective method of service delivery by analyzing trends and common themes across customers.
  • Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others.
  • Engages in strategic service delivery planning, in partnership with the virtual account team (VAT), to strengthen targeted customer relationships.
  • Gathers customer impressions of products and services and integrates this feedback into decision making.
  • Seeks information about the underlying needs of customers.
  • Allocates and aligns resources to optimize the customer experience.
  • Develops and communicates realistic performance goals and standards.
  • Builds plans that consider potential obstacles and immediate and long-term consequences.
  • Demonstrates expertise in a specific solution, or several products, feature functions, or services.
  • Provides stakeholder assistance throughout deployment to avoid / resolve technical issues.
  • Support Execution - Deliver Results through Teamwork & Optimizing Business Results - 25%

  • Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.
  • Identifies opportunities to articulate business value and grow customer / partner relationships in alignment with Customer Success business priorities and stakeholder management principles.
  • Provides and drives actionable feedback across groups about the customer / partner experience and competitor threats.
  • Modifies existing intellectual property (IP) or, where applicable, creates new content.
  • Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.
  • Leadership and Growing the Business - 25%

  • Consistently apply "lessons learned", model personal accountability & teamwork.
  • Demonstrates an understanding of his or her role and contribution to customer / partner change management and adoption initiatives.
  • Understands customer / partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
  • Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
  • Contribute & participate with meetings to articulate Premier offerings to all customers; share knowledge thru communities, adapt for customers.
  • Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.
  • Demonstrated Self Learner
  • Qualifications

    Experiences Required : Education, Key Experiences, Skills and Knowledge :

  • Analytical Problem Solving
  • Building Customer / Partner Relationships
  • Product & Technology Expertise
  • Leadership
  • Value Selling
  • Years’ Experience : 3 in systems development, network operations, software support, IT consulting
  • Bachelor’s Degree or equivalent
  • Five or more years’ experience in systems development or consulting or five or more year’s industry experience with Microsoft products are required.
  • Exchange Premier Field Engineers should be experienced in implementing, administering, tuning and troubleshooting enterprise scale Exchange Server platforms
  • Engineers also have a breadth of knowledge covering Active Directory, IIS and Office Communications Server, knowledge of other third-party messaging systems (Lotus Notes, Novell Groupwise etc) is often beneficial.
  • Areas of knowledge and proficiency should include, but are not limited to the following : Implementation and management of Exchange Server and Office 365.
  • Experience of advanced configuration including clustering, SAN’s, performance optimization and remote access.Candidates should have a good working knowledge of the implementation of an Exchange disaster recovery and Exchange high availability plan.

    Experience of migrating from previous versions of Exchange Server or third-party messaging systems, sound knowledge on SMTP, POP3, IMAP and TCP / IP protocols.

    Fundamental networking knowledge IP, DNS, WINS, IP routing, network address translation etc.Experience Troubleshooting Exchange Server, network and windows server operating systems related issues along with monitoring alerting and logging.

  • Executive-level interpersonal, verbal, written and presentation skills, good listener, ability to provide a trusted voice at the decision-making table.
  • Candidates must possess current passport or be able to obtain passport within 60 days of hire. This job would require you to travel and at times will require 24x7 availability.
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