Travel: 1-2 week per month (short term mission).
Global PFE Mission Statement
Premier Field Engineering (PFE) provides technical leadership for Premier customers around the world to promote health in their IT environments through onsite, remote and dedicated support services. As part of Customer Service and Support (CSS), PFE partners with Commercial Technical Support and Enterprise Services to strengthen the Microsoft Services Field Engineering capability worldwide.
What does this mean?
Premier Field Engineering (PFE) is part of Microsoft’s Services Organisation. PFE provide various services to our Enterprise customers to increase systems availability, resolve critical issues, and ultimately improve the health of our customers’ environments. We work with experienced technical staff to ensure they have the skills to troubleshoot and maintain their solution in line with Microsoft best practices. When things do go wrong we provide rapid on site expertise to resolve critical situations
Premier Field Engineering (PFE) delivers onsite and dedicated services for Microsoft’s Premier customers around the world.
•Onsite proactive and reactive services to our Premier customers around the globe
•Short term engagements through Rapid Onsite Support and proactive engagements (technology workshops & health checks)
•Long term engagements with Dedicated Support Engineering
•Services delivered by highly skilled engineers with deep technical expertise
So do you want to be part of this new and exciting part of the business? Proactively working with Microsoft’s Premier enterprise customers, enabling them to make the most out of their technology to move their business forward?
We need individuals that:
•Possess deep technical expertise in at least one technical specialty and can solve complex technical problems through sound, creative troubleshooting. You will also need to be able to examine possible workarounds and escalations as required.
•Set an example of excellence as a Microsoft representative, enhancing the company's image and reputation through your credibility, preparation, commitment and first-class delivery.
•Demonstrate strong communication skills; ability to develop strategic ongoing customer relationships, gain trust and respect for the company. Engineers must also possess strong technical writing, presentation and training skills.
•Enjoy team work, and actively contribute to their peer group as well as our customer account teams.
•Communicate at various levels from CIO to the technical staff on the ground.
•Experience in the enterprise customer arena
•Face-to-face customer engagement skills
•Excellent written, oral and presentation skills
•Troubleshooting knowledge & skills
•Degree qualification or equivalent experience
•Good understanding of ITIL/Service Management
Primary responsibilities and knowledge requirements include a thorough understanding of MOSS products architecture. The skill set would also include the ability to work with a variety of technologies (in addition to IIS), ASP, ASP.NET, XML, HTML, DHTML, Data Access methodologies (ODBC, OLEDB etc.,), TCP/IP etc.,. Internet Premier Field Engineers are also required to identify and provide in-depth analysis of logs generated by Debug Diag, ADPLUS, LeakDiag or any other tool that is used to troubleshoot Crashes, Hangs or Memory Leaks involving one of the Inetinfo, DLLHOST, ASPNET_WP or w3wp processes. The role involves performing architectural reviews, troubleshooting stability issues and delivering workshops in addition to offering guidance to developers with respect to web applications.
The following areas may also be beneficial:
•Knowledge of Microsoft clustering
•Knowledge of hardware virtualisation technologies
•Knowledge of XML
•A working knowledge of AD.
•A working knowledge of PowerShell.
•A working knowledge of Vbscript.
1.Knowledge, Skills and Experience
•Face-to-face customer engagement skills.
•Experience supporting Enterprise customers with IIS Server.
•Excellent written, oral and presentation skills.
•Strong English skills
•Awareness of corporate environments and their business requirements
•Experience and knowledge on the following is desirable :
oExperience with MS Windows 2003 and/or 2008 servers
oExperience with SharePoint
•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.
•MCSE / MCDBA certification or job experience.
•Degree qualification or equivalent experience.
•ITIL/Service Management experience or 3rd level support experience.
Special Requirements/Additional Information e.g. Language skills
•The majority of time will be spent on customer sites.
•Therefore the following requirements are essential :
oFull driving license
oAt least 4 days per week at customer site.
oAvailability to work outside of business hours when required as agreed on before