Customer Engineer Full Time

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.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Responsibilities

This role will require advanced communication skills and the ability to develop strategic on-going customer relationships, gaining trust and respect for the company.

Our Microsoft Endpoint Manager (Microsoft Endpoint Configuration Manager + Intune) Engineers must also possess strong technical writing, presentation, and training skills, enjoy working collaboratively as a team and actively contribute to their peer group as well as our customer account teams.

As a Customer Engineer, You Will
Educate and guide Customers by delivering workshops and webinars.
Help customers with their journey to the cloud.
Provide the most effective method of service delivery by analyzing trends and common themes across customers.
Seek information about the underlying needs of customers.
Deliver proactive services such as risk assessments, code reviews, and disaster recovery plans.
Help customers with troubleshooting and problem resolution.
Be the technical expert for customer projects and deployments.
Mentor other Customer Engineers.
Contribute to business goals and continuous improvement initiatives.
Seek opportunities to drive Customer Success business results by collaborating with multiple team members.
Identify opportunities to articulate business value and grow customer relationships in alignment with Customer Success business priorities and stakeholder management principles.
Modify existing intellectual property (IP) or, where applicable, create new content.
Build plans that consider potential obstacles and immediate and long-term consequences.
Demonstrate expertise in a specific solution, or several products, feature functions, or services.
Provide stakeholder assistance throughout deployment to avoid/resolve technical issues.
Consistently apply “lessons learned”, model personal accountability & teamwork.
Understand customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
Gather customer impressions of products and services and integrates this feedback into decision making.
Drive and Support innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
Cultivate relationships, credibility, and loyalty with Customers and Partners intentionally by sharing relevant business expertise.
Demonstrate yourself as the Self Learner.
Qualifications

Language Qualification

English Language: Fluent in reading, writing and speaking with strong presentation skills.

Technical Expertise

Microsoft Endpoint Manager (Microsoft Endpoint Configuration Manager + Intune) Engineers should be experienced at implementing, automating, and troubleshooting Microsoft Endpoint Manager Infrastructure, both at on-prem & cloud.

Role

The Microsoft Endpoint Manager (Microsoft Endpoint Configuration Manager + Intune) Engineer role requires knowledge and experience in a number of the following technologies/areas
Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron)
Understanding of TCP/IP, including CIDR, routing and DNS
Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
Knowledge of System Center Configuration manager or system management
Cloud Fundamentals
Windows networking
Consulting With a Working Knowledge Of

Five or more years of experience in systems development, network operations, software support, technical support, product development, or I.T.
Understanding of Patch Management and experience with Windows Server Update Services (WSUS).
Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management.
Understanding of WMI and familiarity with WQL queries
Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups.
Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing.
SQL Database concepts and some familiarity with SQL Profiler.
Exceptional Problem-Solving and Communication Skills – Spoken and written English (including technical writing).
Preferred Qualifications
Four or more years of industry experience with Microsoft Server products.
Strong knowledge of any Microsoft® System Center Products, with the ‘main’ emphasis on the following System Center Configuration Manager (SCCM / ConfigMgr) concepts:
General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy.
Experience with installing sites, Software Updates Management, Operating System Deployment and Software Distribution.
Experience with various client features like discovery, installation, inventory, and software metering.
Familiar with status messages and various server and client-side logs used for troubleshooting.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.