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.
As a Customer Engineer you will be a key, deeply technical resource for the customer, primarily focused on delivering proactive services such as education workshops, delivering assessments and providing tailored guidance to remove technical blockers for customers.
Troubleshooting skills are essential as this role as well. The role can include a mixture of short and long-term customer engagements which will be delivered only remotely with no travel to customer site.
This role is aligned to the Modern Workplace solution area, focusing on Exchange Server and Office 365.
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 O365 Customer 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.
O365 Customer Engineers should be experienced in solutions like Exchange Server and Office 365 (different O365 workloads and features).
Proven subject matter expertise in at least two of the following :
Microsoft Teams, Skype For Business Online / OnPrem, Enterprise Voice / Unified Communication (SBC, VoIP, PBX)
Large scale Exchange Server, Exchange Online and Hybrid deployments
Large scale Office 365, SharePoint Online, and OneDrive deployments
O365 Security and compliance related technologies (eDiscovery, DLP, ATP, OCAS, etc.)
Additionally, we look for :
Good knowledge in as many of the following areas : DNS, Windows Failover Cluster Services, Storage, Active Directory Services, Active Directory Certificate Services, Active Directory Federation Services, Load Balancing, Reverse Proxy
Knowledge and understanding of protocols like TCP / IP, SMB, HTTP, SMTP, ActiveSync including use of troubleshooting tools.
Scripting languages like PowerShell is a plus (Administrative Tasks)
Troubleshooting at the expert level within large environments
Additional qualification required :
Analytical Problem Solving
Building Customer / Partner Relationships
Bachelor’s Degree or equivalent
Business fluent in English
Business fluent in Italian