Microsoft Corporation Premier Field Engineer - PMC - Exchange in Dubai, United Arab Emirates

PMC DTU Engineer is member of Premier Mission Critical (PMC) Delivery Team Unit (DTU), a highly skilled and passionate team dedicated to proactively drive higher performance and up-time for customers’ mission critical cross-product integrated solutions built on Microsoft technology.

PMC DTU Engineer works closely with other DTU members and other teams at Microsoft to design and drive the delivery of a proactive program of work and to expedite resolution to reactive issues for PMC customers assigned to a DTU. The role also requires the engineer to be subject matter expert on cross product PMC supported solution and be trusted advisor for the customers’ solution.

The role offers flexibility to work from home (except when travel for work needed and meetings where onsite or presence at work is preferred)

Responsibilities

Key Accountabilities

  • PMC DTU Engineer will:

  • Be familiar with all customer solutions supported by the DTU

  • Drive top customer satisfaction

  • Customer’s PMC solution success and health

  • Contribute to customer service delivery plans (SDP) by identifying possible engagement opportunities, knowledge transfer, and IP development or delivery

  • Understand the business goals for the solution and how these relate to the support requirements for proactive and reactive services

  • Provide periodic on call rotation cover to support 24*7 availability across all solutions

  • Be a Customer lead, either in Primary or Backup capacity for a set number of customers within the DTU

  • Deep knowledge of solution architecture and business goals

  • Provide solution-specific knowledge transfer to the DSE and Customer

  • Customer Solution/business insight (know business)

  • Drive the PMC delivery plan with the SDM or TAM

  • Continually demonstrate the delivered value to all customer PMC stakeholder levels

  • Responsible for knowledge sharing within the DTU (documents, sessions)

  • Be the technical advisor for assigned accounts to ensure high customer satisfaction

  • Maintain the deep technical skills for proactive and reactive delivery and support, and participate in both proactive and reactive service delivery for PMC customers

Qualifications

Knowledge, Skills and Experience

Essential Experience • Excellent written and spoken English • Expert level Technical support and troubleshooting skills and proven experience (remote and onsite)

  • Deep knowledge of product(s) / technologies being supported with proven track record • Good communication skills and experience in an international environment (cultural and interpersonal awareness)

  • Broad technical understanding of cross technology Solution

  • Excellent Communication skills which include excellent presentation, negotiation & analytical skills

  • Excellent understanding of business side of customer solution

Technical / Functional Skills Required: • Strong expert level knowledge of On-premise and Hybrid Exchange Sever 2013/2016, Mobility and related technologies e.g. Active Directory, Windows Server, IIS,Net

  • Deep Powershell Scripting knowledge and experience

  • Experience of supporting complex Exchange deployments and dealing with critical situations • Knowledge of troubleshooting and analysis tools, e.g. Performance Monitor, Netmon and other Exchange related tools.

  • Deep understanding of Microsoft’s cloud offerings

  • Advance knowledge and experience of Office365 (including migrations knowledge and experience)

  • A good knowledge of working of Exchange with 3rd party applications such as 3rd party Load Balancers, Firewalls, Antivirus and antispam and virtualization solutions

Desirable:

  • Skype for Business intermediate level knowledge and experience will be a plus

  • Knowing other Microsoft technology like Hyper-V will be a plus

  • Experience with proactive deliveries and IP development

Personal Attributes / Interpersonal Skills

  • Good Collaboration skills

  • Good Project management skills

  • Basic Account Management skills

  • Outstanding customer service skills, customer focus and passion

  • Ability to work well in a team environment and demonstrate excellent technical leadership & problem-solving skills

  • Willing and able to travel for work and customer deliveries

  • Ability to take responsibility and react effectively in complex and difficult situations

  • Deep sense of accountability and dedication

  • Growth Mindset

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.