Escalation Engineer
Microsoft
Bucharest, Bucharest, Romania
1 zi în urmă

Do you want to be a key leader in Microsoft’s fastest growing business and personally driving an industry transformation to the Cloud?

Are you passionate and excited about working directly with Microsoft customers and partners to ensure success as they transition their businesses to Microsoft Cloud Product such as Office 365, Enterprise Mobility Suite and Windows 10? If so, keep reading.

The Microsoft FastTrack team is looking for a customer focused, high energy FastTrack Engineer who will help customers maximize their return on investment in Microsoft Cloud services, improve customer satisfaction and help customers deploy M365.

They will join a team that is responsible for connecting with and guiding Microsoft Cloud service customers and partners in their journey to adoption and consumption of their entitled workloads.

The M365 FastTrack Engineer is responsible to help FastTrack Customers adopt the Microsoft 365 space. By rapidly establishing strong working relationships with relevant Microsoft, Partner and Customer teams they will work to build an appropriate engagement strategy to meet the customers’ requirements that will be executed by the core FastTrack team.

Responsibilities

You are responsible for executing the delivery of the customer Deployment and Adoption Experience for Office 365 / EMS / Windows 10 products, while utilizing the company’s IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations and Office 365 business groups.

  • Lead a set of Microsoft 365 customers and partners through the Onboarding technical process
  • Plan, manage and execute a complete Onboarding experience for Cloud customers
  • Maintain strong working knowledge of the service, take ownership for service improvement
  • Manage customer and partner Onboarding programs within expected timeframes while continuously driving effectiveness and thus reducing costs
  • Share knowledge with others through solution documents, contribute to social media, proactively engaging in technical communities
  • Your key business metrics will be :

  • Customer and Partner Onboarding Satisfaction
  • Time and cost reduction to Onboard
  • Reduce reactive support incidents
  • Increase Microsoft 365 Service Consumption
  • Qualifications

    Successful Candidate Competencies :

  • Microsoft 365 services technical competency : possess a in depth knowledge of Microsoft 365 services and architecture including other cloud products.
  • Experience in Active Directory, troubleshooting and driving adoption across collaborative workloads in M365 like Teams, SC&I .
  • PowerShell Knowledge is a plus)

  • System Center Configuration Manager knowledge / experience : In place upgrade, tasks creations, deployment experience with Windows, Office, other apps.
  • Intune technical competency : possess a broad knowledge of Intune or any other mobile device management software.
  • Cloud competency : broad view of Cloud services and products. Understanding the industry transformation towards cloud only services
  • Strong problem-solving ability ranging from conceptualization to implementation.
  • Strong troubleshooting skills across multiple platforms and systems.
  • Medium or advanced networking skills : switches, routers, firewalls.
  • Customer and Partner Focus : proven experience driving positive business impact based on a deep understanding of customer and partner needs.
  • Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries.
  • Must have the ability to take initiative and work in a fast-paced high-stress environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
  • Ability to build a strong relationship with customers and partners and become a trusted advisor.
  • Collaboration : able to work in a multi-cultural environment and to adapt to the customer’s needs.
  • Applicants must be comfortable with ambiguity while striving to drive the customer into a clear picture of his needs.
  • A minimum of 3 years of Technical Support experience (in a Tier 2 or 3 role) including a minimum of 1 year of experience supporting Enterprise customers.
  • Strong English and business proficiency skills in Spanish / German / Italian required. Italian preferred.
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