Job Description:
The purpose of the Premier Field Engineer (PFE) position is to provide Microsoft customers with reliable technical solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the client and server. The PFE Team supports a diverse variety of technical solutions built with Microsoft technology and products.
The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical troubleshooting support and problem resolution for Product Support Services and corporate customers, including issues escalated to the highest levels of management. The candidate will provide technical support including product technical workshop/training onsite, as well as via telephone, and electronic media. The PFE also delivers proactive Health Checks (HC) and advisory assistance which involves sharing MS best practices, analyzing the customer environment and setup against the best practices.
Key Responsibilities:
· Deliver a high quality customer and partner experience through timely and effective response and resolution to customers. Ensure the success of Microsoft products within customers' IT operations by providing deep technical skills for proactive and reactive delivery that involve technically complex or politically sensitive situations in large, enterprise-scale environments.
· Provides strategic vision and guidance for successful implementation of customer solutions through developed trusted advisor relationships and successful integration of Microsoft products into customer engagements.
· Collaborate with internal groups and teams, partners, industry etc.
Candidate Profile:
Candidates must have exceptional customer service, problem solving, technical writing, and communication skills, and the ability to work in a team environment. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level as well as convey technical concepts to non-technical individuals. Must possess the ability to work with minimal supervision and operate as a self-contained business unit within the PFE team. Must have the ability to work independently and as part of a team. Strong organization, time management, project management and negotiation skills are essential.
Candidate should have the ability to acquire knowledge from a variety of sources regarding related Microsoft technologies. And also have the ability to effectively communicate with customer managers / executives on technical / business issues.
Educational Qualification and Experience:
The ideal candidate will have a B.E degree or equivalent. The candidate should have up to 7+ years of product support experience or the equivalent in work experience. MCSE, MCTS, ITIL or other applicable advanced certification is strongly preferred.
· Five or more years' experience in Systems support or I.T. consulting or five or more year's industry experience with Microsoft products are required.
· Ideal PFE skill set is grounded in a solid understanding of the Microsoft Windows platform. From this foundation, the PFE position is exposed to many technologies. Candidates must have a solid understanding of client/server, networking, and telephony fundamentals.
· Candidate must possess superior knowledge and should have at least two years' experience with Lync / OCS.
· Areas of knowledge and proficiency should include, but are not limited to the following:
− Deployment and Management of OCS/Lync solutions
− Migration from OCS or third-party instant messaging systems to Lync
− Understanding of audio, web, and video conferencing solutions.
− In-depth knowledge of SIP protocol
− Good knowledge of RTP, all other protocols used in MS unified communication products and knowledge of Voice/Video Codecs would be added feather in cap
− High Availability and Voice Resilience
− Troubleshooting OCS/Lync solutions
− Good knowledge on PSTN Integration of Lync, with SIP trunking and direct SIP.
· In addition to this candidate must also possess sound knowledge of TCP/IP and other protocols including use of troubleshooting tools – scripting skills, resource kit diagnostic tools and packet sniffers and\or Netmon.
· Secondary expertise in one of the following products is welcome: Exchange 2007/2010, Active Directory – in areas of architecture, design, disaster recovery and troubleshooting.
· Advanced domain knowledge in one or more industry vertical is also an asset.
