| Premier Field Engineer Job Description Premier Field Engineer – Security / Desktop Role Purpose: - To provide Onsite Support Services and Incident Prevention Services to Microsoft Premier Customers. - Build very successful relationships with your customer through the delivery of a high-quality technical engagement in a specific technology area. - Delivery of an excellent service is essential to promoting the Onsite services as the most customer focused offering available. - The engagements may be short-term demand-led or longer term engagements with a dedicated customer. - Team/ Department Mission As part of the Customer Service and Support (CSS) the Premier Filed Engineering Services organization delivers Rapid Onsite Support Services and Incident Prevention Services to MS Enterprise customers. - The PFE engineers help Premier customers during the “operate” and “improve” phase of the MS product usage. - The Support Service can be proactive for workshop and SKU service delivery and reactive as well as response on critical situations. - Increase service availability for Microsoft’s Enterprise Customers by providing proactive support consulting in a specific product or Technology area. Key Accountabilities: - Use an adequate technical expertise in troubleshooting to support reactive cases. - Deliver proactive onsite support and knowledge transfer to the customer. - Drive on preventing incidents during your customer visits. - Deliver SKU services and customized workshops. - Drive high customer satisfaction on GTSC support incidents. - Maintain deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing technical knowledge. - Achieve high levels of customer satisfaction. - Deliver technical workshops, presentations and documents. - Maintain your accreditations. - Collaborate with Microsoft teams to deliver a high quality service. - Work with Microsoft support engineers using knowledge of your customer’s environment to accelerate problem resolution. - Manage customer expectations and deliver a service in line with contractual obligations. - Develop and deliver new services to exceed customer expectations. - Take responsibility for the Microsoft engagement and your own self development. - Work within Microsoft account teams on strategic customer deployments which may extend outside business hours. Key Success Criteria: - Achievement of personal and team objectives. - Customer and account team feedback. - Ongoing feedback through appraisals - Regular 1:1s with team manager - Yearly formal review - Alignment with Microsoft values. Knowledge, Skills and Experience: - Face-to-face customer engagement skills. - At least 7 years experience supporting Enterprise customers with. Excellent written, oral and presentation skills. - Strong English and French Languages. - Awareness of corporate environments and their business requirements. - Strong experience with Security. - Experience on ISA Server - Experience on Thread Management Gateway Server - Experience on Forefront Endpoint Protection - Strong experience with MS Windows 2000 and/or 2003, 2008 servers. - Understanding of the following technologies is desirable: - MS Cluster services; Terminal services, networking technologies, PKI, UAG - Windows XP, Vista and Windows 7 Desktop experience Personal Attributes - Demonstrated aptitude for providing exceptional customer service Strong team participant and involvement in team workload and activities. - Integrity and honesty - Open and respectful with others - Willing to take on big challenges - Passion for customers, partners and technology. - Accountable for commitments, results and quality. - Self-critical, questioning and committed to personal excellence. Qualifications: - MCSE certification plus Security experience is a MUST. - CISSP Certification is preferred. - Degree qualification or equivalent experience. - ITIL/Service Management experience or 3rd level support experience. - Windows Desktop Exam advantageous - Special Requirements/Additional Information e.g. Language skills - The majority of time will be spent on customer sites. - Therefore the following requirements are essential : o Full driving license o Ability to travel o At least 4 days per week at customer site. o Availability to work outside of business hours when required as agreed on before. |
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