Dedicated Premier Field Engineer- Windows Server
Microsoft Corporation (Charlotte, North Carolina)

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Enjoy being where the action is?  Then this is the position for you!  The location preference for this opportunity is Charlotte, NC.  We may consider candidates in the Dallas, TX & Seattle/Redmond, WA areas.

The goal of this position is to provide high quality prescriptive and facilitative technical consulting and support in regards to Microsoft Windows Server to a designated group of customers.  This individual will act as a resource for on-going Windows Server support, help with analysis of current supportability; will recommend and may be expected to deliver proactive services and will be responsible for completely and accurately documenting the customer’s environment.  Additionally, the person will be responsible for training and updating other Microsoft Support Engineers on their particular customer’s environment.  The individual will be expected to demonstrate and give examples of their ability to function and contribute to a team-oriented environment.  Excellence in written case documentation is expected, and past cases will be reviewed. The person should have and exhibit excellent customer skills.  This person should be able to function in difficult political situations managing both the client and the technical issue.

Responsibilities:

·          Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex problems, and manage relationships with those customers.  Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skills.

·          Build a “Trusted Advisor” relationship with customers.

·          Accurately document the customer’s Windows, SQL, & BI solution environment.  Maintain repository with all customer information. Maintain and update Service Delivery Plan.

·          Utilizing knowledge of the customer environment, deliver timely and high quality solutions to customer problems and requests focusing on root cause analysis, prevention, knowledge transfer, and opportunity generation.

·          Contribute to increased customer health through analysis of reactive issues and recommendations for proactive services.

·          Manage escalations and sub-cases to ensure timely and high quality resolution of all issues.

·          Develop and implement strategies for providing facilitative support resulting in fewer incidents, increased availability, or accelerated deployments.

·          Develop relationships with technical directors or lead architects for the technology you support resulting in more participation in planning and improved satisfaction in support consulting.

·          Partner with the TAM and CTS POD to effectively manage hot-sites, including documented action plans and daily status updates for the customer and Microsoft management.

·          Develop working relationships within the PFE Organization that result in increased cooperation and mutual support in fulfilling our customer mission.

·          Develop a working relationship with MCS and field staff at your accounts that results in increased cooperation and mutual support in achieving each other's goals.

·          Execute formal post-mortem process on closure of critical issues.

·          Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

·          Participate in Early Assist for key products in order to maintain product knowledge and ensure delivery of high quality support consulting to DSE customers.

·          Assist with delivery of supportability reviews for your customers.

·          Write technical articles for the Knowledge Base and white papers.

Requirements:

·          4 year technical degree or equivalent work experience, plus 4-6 years experience in technical support or MIS in an Enterprise environment.

·          Broad working experience with Windows Server • Depth knowledge of Windows in at least one of the following areas (depth knowledge in all areas within 3 months in the role):

o    Cluster Setup and Troubleshooting

o    Troubleshooting Performance issues

o    Troubleshooting Active Directory

o    Network Administration

·          SQL Server skills a plus.

·          Conversationalist level of knowledge of all Microsoft products used in an enterprise environment.

·          Strong technical writing skills and the ability to effectively communicate with customer managers and executives on technical and business issues.

·          Be able to effectively communicate with customer managers and executives on technical and business issues.

·          Be able to make good, timely decisions in complex situations with uncertainty or pressure on a consistent basis.

·          Strong organization, time management, project management, and negotiation skills.

·          The position will require some travel to customer sites.

·          Job may require working hours from a different US time zone.

·          Windows 2003 MCSE required within 12 months of joining the team.

Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website.

Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce.

Key Words: Windows, Active Directory, Directory Services, Clustering, MSCS, Terminal Server, Systems Engineer, Network Engineer, MCSE