Premier Field Engineer – PKI

Premier Field Engineer – PKI

وظائف مهندسين إتصالات Cairo, EG, Egypt دوام كامل

شرح مهام الوظيفة

The purpose of the Premier Field Engineer (PFE) position is to provide Microsoft customers with reliable technical solutions to the complex integration problems associated with business solutions built on the Microsoft platform. The PFE Team supports a diverse variety of technical solutions built with Microsoft technology and products.

Responsibilities of Customer Service and Support organization: The Premier Field Engineer (PFE) will be expected to deliver timely and in-depth incident resolution focusing on root cause analysis and prevention of future issues. As a part of this analysis, the engineer is expected to develop strategic plans for improving the customer’s environment from a reactive culture to a dynamic infrastructure. The PFE will work with all levels inside the customer’s organization, so they will be responsible for developing and maintaining excellent relationships with many different technical and business leaders. This requires cross-team collaboration with others inside the Microsoft organization to ensure the customer receives the right solution for their issues and has a clear path moving forward. The PFE is one of the key communication points for customer issues relating to their environment, so customer satisfaction is a top priority through effective, clear, and concise communication, both on a technical and business level. The PFE will maintain a solid working relationship with the account team, primarily the Technical Account Managers/Service Delivery Manager, by communicating technical, political, and any other possible issues as needed and providing frequent customer updates. These engagements may be short-term demand-led or longer term engagements with a dedicated customer.

This person will be responsible as the trusted advisor to several of Microsoft’s enterprise level customers. Typical tasks performed in this role include specific problem isolation and correction, provide Onsite Support Services and Incident Prevention Services to Microsoft Premier Customers. Build very successful relationships with your customer through the delivery of a high-quality technical engagement in a specific technology area. Developing solution based delivery outcomes that support our Customer’s business and technology strategy. Delivery of an excellent service is essential to promoting the value Microsoft Services offer to support the Customer Strategy.

Key Accountabilities

Perform deep technical troubleshooting of complex problems as well as provide guidance on operations of the customer’s systems. Act 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. Onsite Risk Assessments of customer’s environment, including remediation and creation of long term goals to remediate items that cannot remediated within specific time frames. Ability to work independently with minimal management supervision and as part of a Regional team of engineers. Strong interpersonal and communication skills - working with diverse audiences including highly technical IT professionals, developers, architects and executive management. Technical writing skills. Delivery of customized workshops for Technical IT professionals, developer, architects and executive management Drive customer satisfaction and strengthen technology adoption. Deliver dedicated level support to Microsoft’s top tier customers using Microsoft technologies to build true solutions to run their business. Maintain deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing technical knowledge. Maintain your accreditations ensuring you have the right skills to support the business. Collaborate with Microsoft teams to deliver a high quality service. Manage customer expectations and deliver a service in line with contractual obligations. Work within Microsoft account teams on strategic customer deployments which may extend outside business hours.

Key Success Criteria

Achievement of personal and team objectives. Customer and account team feedback. Face-to-face customer engagement skills. Maximize use of available working hours to be in front of customers

Personal Attributes

Demonstrated aptitude for providing exceptional customer service Strong team participant and involvement in team workload and activities. Integrity and honesty Open and respectful with others Willing to take on big challenges Passion for customers, partners and technology. Accountable for commitments, results and quality. Self-critical, questioning and committed to personal excellence. Comfortable in receiving and providing feedback

Key relationships are with customers’ 3rd/4th line Windows infrastructure teams, supporting Identity and Access. Premier Field Engineers also find themselves working with engineering, architectural and management teams. Strong interpersonal skills, self-reliance and business acumen are needed.

The ideal PFE Knowledge, Skills and Experience is grounded in a solid understanding of:

At least 5 years’ experience supporting Enterprise customers with. Excellent written, oral and presentation skills. Awareness of corporate environments and their business requirements. Experience in the enterprise customer arena Face-to-face customer engagement skills Excellent written, oral and presentation skills (English mainly but any addition is a plus) Troubleshooting knowledge & skills MCTS / MCITP qualification desirable Degree qualification or equivalent experience Good understanding of ITIL/Service Management

The PKI PFE position requires a list of technology experience or demonstrated understanding of these technologies.

Depth Knowledge Required In Several The Following Technology Areas

Extensive Experience with PKI (Public Key Infrastructure) Strong experience with Windows Server security Strong Experience with Windows Client Security Experience with Security in Office 365 Experience with Security Configuration Wizard Experience with Networking (Protocols and Firewalls) Experience with Active Directory and Rights Management Server Active Directory Security Policy Risk analysis

Qualifications

MCSE or MCTS certification plus Security experience. CISSP Certification is preferred. ISO 27001 Advantaged COMPTA Degree qualification or equivalent experience. ITIL/Service Management experience or 3rd level support experience.

Candidates must have exceptional customer service, problem solving, and communication skills, and the ability to work in a team environment. Must have sufficient technical depth to communicate 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.

Overnight travel is required and these requirements may vary Regionally. It should be expected that this may be as high as 70% (3 weeks per month), mainly across the Europe, Middle-East and Africa depending on customer needs and locations. Candidates must possess current passport or can obtain passport within 90 days of hire. They must be available for travel. Availability to work outside of business hours when required as agreed on before.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status

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ملخص الوظيفة

  • تاريخ النشر : منذ 6 سنوات
  • نوع الوظيفة : دوام كامل
  • المكان : Cairo, EG, Egypt

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