This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
The FastTrack ATP team is looking for a thoughtful, analytical and highly energized FastTrack Engineer to join a new team that will be responsible for delivering onboarding ATP.
The FastTrack Engineer should be a recognized technical expert who is interested in running complex operations across multiple countries, interested in coaching and mentoring others, able to analyze complex technical and non-technical data to understand challenges and opportunities and to drive results through their impact on others.
The FastTrack Engineer is also responsible for the technical aspects of onboarding customers which includes providing proactive guidance and remediation assistance.
The FastTrack Engineer will have to work with ATP customers, assess their environment, network and software to identify the actions needed for a smooth and quick Onboarding of ATP, to define and execute a remediation plan together with the customer’s security staff as well as coach and mentor other FastTrack engineers on assisting Microsoft customers.
You are responsible for executing the delivery of the customer Onboarding Experience for ATP while utilizing the company’s IP and assets across partners, Microsoft Enterprise services engineering and support teams.
Your key business metrics will be :
Customer Onboarding Satisfaction
Reducing time cost to Onboard
Active Usage Growth
Reducing reactive support incidents
Your specific responsibilities will include :
Execute, manage and lead a set of ATP customers and partners through the Onboarding technical process.
Maintain strong working knowledge of the Service, take ownership for Service improvement.
Manage customer and partner Onboarding programs within expected timeframes while continually driving increased effectiveness and thus reducing costs.
Share knowledge with others through solution documents, contribute to social media, engage in technical communities.
Identify and drive technical improvements to the services or processes that will materially improve the quality of the services provided.
Drive development by delivering training and mentoring.
Monitor and enhance the technical performance of the team in the areas of products, customer satisfaction, technical development, as well as enhance quality and provide feedback
Successful Candidate Competencies :
English proficiency level is mandatory, German is an advantage.
Excellent customer service / relationship skills. Ability to create, reinforce, motivate and guide customers and partners
Customer and Partner Focus : proven experience driving business impact based on a deep understanding of customer and partner needs
Superior, proven problem-solving ability ranging from conceptualization to implementation as well as strong troubleshooting skills
Strong communication, mentoring and training delivery skills are required. Ability to provide clear, concise feedback
Proven ability to drive technical improvements : Ability to think out of the box and innovate
Cross site collaboration skills - exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities
Ability to enhance the technical expertise of peers via the development of product training and team content development / delivery.
Ability to apply technology to improve existing products and systems at customer level as well as internally
Ability to provide guidance to expedite resolution and increase customer satisfaction.
Ability to actively participate in team support and development by proposing and implementing solutions
Dealing very effectively with ambiguity. Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity
Qualifications Recommended :
The ideal candidate will have a two-year degree or the equivalent in work experience and preferably 3 years’ Customer Support and / or security experience.
The successful candidate will have the ability to communicate effectively with corporate customers, possess an understanding of the Onboarding process and demonstrate a vision for the future of Microsoft ATP solution.
Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.
Minimum Experience :
A minimum of 1 year of hands-on experience deploying, configuring and administering security solutions, ideally MDATP / OATP in large organizations of more than 1,000 managed devices / users, covering the following areas
Enable the Microsoft Defender ATP service by deploying an ATP agent profile using an onboard endpoint.
Set Microsoft Defender ATP configuration profiles (including endpoint protection and device restriction).
Set Security Center settings to personalize how Microsoft Defender ATP addresses the customer needs.
Simulations and tutorials (like practice scenarios, fake malware, and automated investigations).
Reporting and threat analytics.
Configuring automation, investigation, and response.
Using Attack Simulator.
Reporting and threat analytics.
Microsoft system center configuration manager (SCCM)
Microsoft Intune device management (Intune)