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Customer Engineer, Modern Workplace Solutions

Company: Microsoft
Location: Washington
Posted on: January 16, 2022

Job Description:

We are currently looking for Customer Engineers with Modern Workplace technology expertise to join our teams across the United States with our MSUS business groups: Enterprise, Small Medium & Corporate, and our Regulated Industry teams.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 with Customer Engineers, who will help Microsoft customers successfully realize their business outcomes.Customer Engineers (CEs) are deep technical advisors supporting customers to deliver unique value by removing blockers to consumption within their given Solution Area. The Customer Engineer provides support delivery services as well as technical readiness. Customer Engineer services can be delivered either remotely or on-premises, and this role can include a mixture of short and long-term customer engagements.As a Customer Engineer, you will be a key technical resource for the customer to help drive digital transformation through all Azure technologies. You will be working with our customers to help build, deploy, operate, support, and optimize a customer's cloud or on-premise environment. -ResponsibilitiesSupport Management - 50%Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them.Provides the most effective method of service delivery by analyzing trends and common themes across customers.Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others.Engages in strategic service delivery planning, in partnership with the virtual account team, to strengthen targeted customer relationships.Gathers customer impressions of products and services and integrates this feedback into decision making.Seeks information about the underlying needs of customers.Develops and communicates realistic performance goals and standards.Builds plans that consider potential obstacles and immediate and long-term consequences.Demonstrates expertise in a specific solution, or several products, feature functions, or services.Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.Support Execution - Deliver Results through Teamwork & Optimizing Business Results - 25%Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Customer Success business priorities and stakeholder management principles.Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.Modifies and delivers existing intellectual property (IP) or, where applicable, creates new content.Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.Leadership and Growing the Business - - 25%Consistently apply "lessons learned", model personal accountability & teamwork.Demonstrates an understanding of his or her role and contribution to customer/partner change management and adoption initiatives.Demonstrates the ability to articulate value propositions for the most strategic Microsoft products and services, and to position them against competitors. Demonstrates expertise in a specific solution, or several products, feature functions, or services.Identifies business and technical risks in programs, assesses their impact, and proposes mitigations and contingencies. Provides stakeholder and business decision maker assistance throughout deployment to avoid/resolve technical issues.Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.Contribute & participate with meetings to articulate support offerings to all customers; share knowledge thru communities, adapt for customers.Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.QualificationsWe are currently hiring across a variety of teams with various levels of skills and experiences required. Below maps the minimum required qualifications to be considered for these positions.Required QualificationsAt least 3 years of experience working with customers in any of the following: providing technical readiness and training, delivery of support services, on-premises and remote technical support, solution development, account management, technical requirements gathering, broad evangelism through events or related.At least 2 years of hands-on technical experience deploying, administrating, and/or supporting at least one of the following Modern Work technology solution areas: -Microsoft Teams, Skype for Business Online, Telephony (Inbound Voice Routing, Call Queues, Number porting), Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Microsoft Teams, Jabber, Zoom, Cisco WebEx or related.Modern Management - Mobility and Security Solutions in any of the following: - Microsoft Intune; Autopilot, Desktop Analytics, Conditional Access, identity governance, Azure Active Directory (AAD), Microsoft Cloud App Security (MCAS); Advanced Threat Analytics; Defender for O365, Microsoft Endpoint Configuration Manager.Power Platform technologies such as Power Apps (Canvas or Model-Driven apps), Power Automate (cloud or desktop flows), Power BI, Power Virtual Agents, AI Builder, Microsoft Dataverse/Common Data Service, Data Connectors, Power App portals, Dynamics 365, or related.Collaboration - SharePoint Online, SharePoint migration support, OneDrive for Business, Project Online, SharePoint Developer, Yammer, SharePoint Server 2013, 2016 or 2019, or related.Messaging - Exchange, Exchange Online, O365 hybrid mail setup and support, O365 security and compliance, networking, auditing, logging, analytics, threat protection, or related.Office - M365 Apps, Office Client applications and deployment, Config Manager, Office Updates and patching, OneDrive for Business deployment, policies and governance, or related.Other Qualifications:Ability to work independently and collaboratively working in a fast-paced environment where technology and customers' requirements can change regularlyDemonstrated aptitude for providing extraordinary customer service, influence, and impact while problem solving and building Customer & Partner relationships.Possess a passion for continuous learning, strong problem-solving skills, critical thinking and good judgementAbility to apply product & technology knowledge to improve Microsoft products and the customer experienceSolid understanding of client/server, networking, and Internet technologies fundamentals.Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiencesMust have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focusOvernight travel may be required. Travel requirements vary regionally 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.Benefits and PerksIndustry leading healthcareSavings and investmentsGiving programsEducational resourcesMaternity and paternity leaveOpportunities to network and connectDiscounts on products and servicesGenerous time awayJob SummaryJob number: 1232626Date posted : 2022-01-03Travel: 25-50%Profession: ServicesRole type: Individual ContributorEmployment type: Full-TimeExperience: Experienced professionals

Keywords: Microsoft, Washington DC , Customer Engineer, Modern Workplace Solutions, Engineering , Washington, DC

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