SHAREPOINT SUPPORT ENGINEER (closed)· Mexico City, Mexico
SHAREPOINT SUPPORT ENGINEER (closed)
Mexico City, Mexico
compensation
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Job Description
Job Category: Customer Service & Support
Location: Mexico, Mexico City
Job ID: 793377
Division: Services & Support
Location: Mexico, Mexico City
Job ID: 793377
Division: Services & Support
Dedicated Premier Field Engineer (DSE) - SharePoint
Responsibilities: This person will be responsible as the trusted advisor to several of Microsoft’s enterprise level customers. The engineer will perform deep technical troubleshooting of complex problems as well as provide guidance on operations of the customer’s messaging systems. As a dedicated engineer to a few customers, it will be the engineer’s responsibility to be proactive in aligning the customer’s environment with Microsoft and industry best practices to help improve the operational capacity of the customer’s environment.
As a part of a small dedicated team to these customers, the engineer 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 DSE 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 DSE is one of the primary communication points for customer issues relating to their messaging environment, so customer satisfaction is a top priority through effective, clear, and concise communication, both on a technical and business level. A part of this will be case management, following up on escalations, and finding the right resource to assist in related issues. Inside Microsoft, the DSE will maintain a solid working relationship with the account team, primarily the Technical Account Managers, by communicating technical, political, and any other possible issues as needed and providing frequent customer updates.
Long term, the DSE will develop support plans, assist MCS with projects at the client, and help coordinate the delivery of post-mortem assessments. As a part of a team, the engineer will be expected to perform internal knowledge transfer to other DSE team members, locally and remotely.
Technical Requirements: Primary responsibilities and knowledge requirements include a thorough understanding but not limited to: Windows SharePoint Services, SharePoint Portal Server, Microsoft Office SharePoint Server, SharePoint Foundation 2010, IIS, SQL Server, development with .NET languages, XML and Scripting technologies, data access technologies, and SharePoint customization using SharePoint Designer. Practical user mode debugging is a preferred skill, but not required. The ideal PFE skill set is grounded in a solid understanding of the Microsoft Windows platform, networking, and highly complex internet-based systems. The candidate must demonstrate a deep understanding of network architecture and appliances (including routers, firewalls, HSM devices and load balancers), network authentication and encryption.
Qualifications: 4 year technical degree (or equivalent work experience) in addition to 5+ years in a technical support or MIS in the main technology. Current MCSE is preferred. Candidate must have effective verbal, written, and presentation skills at all levels of an organization. The role requires strong personal organization, time management, and project management skills. Additional knowledge of competing products is a plus. Some travel to customer sites is required.
