- Microsoft Windows Server
- Active Directory
- Intellectual property law
- Communication skills
Do you have a passion for Microsoft Teams and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers with complex needs and objectives? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!
Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.
Mission Critical Lead responsible for the planning and delivery of proactive and reactive support.
Identify and manage goals and opportunities across Azure technology solutions to improve the solution environment and functional processes for our customers.
Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them
Create deliverables to address common Microsoft Unified Support customer needs & support mobile-first, cloud-first strategy, share intellectual property with others.
Engage with support, account, customer success, and product engineering teams to ensure streamlined customer experience.
Facilitate sessions with the product team and stakeholders to discuss product updates and feedback.
Plan and implement end-to-end Support for Mission Critical client support projects and initiative
Maintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readiness
Consistently apply “lessons learned”, model personal accountability & teamwork.
Contribute & participate with meetings to articulate Microsoft Unified Support offerings to all customers; share knowledge thru communities, adapt for customers
Contribute to On Call rotations to ensure high quality of service for the critical incidents created by Support Mission Critical customers
At least 5 years of experience working with Enterprise customers in any of the following: providing customer technical readiness, delivery support services, on premise and remote technical support, solution development, account management; technical requirements gathering; broad evangelism through events (presentation skills) or related.
At least 3 years of experience with Teams/Skype for Business and more than one of the following technologies:
Microsoft Server products, and cloud products like Microsoft Teams.
Networking and connectivity to O365 and/or Azure clouds.
Supporting, planning and implementation of Office 365 products including Enterprise Voice, Conferencing, client connectivity, UM, and other Teams features.
Messaging and Active Directory Federation Services technologies
SharePoint Online and One Drive for business administration
Hybrid Directory Services technologies including ADFS and Azure AD
Office 365 product capabilities, troubleshooting, and monitoring tools
Troubleshooting, configuring, and supporting Hybrid environments.
Experience with Voice over IP (VoIP) Services.
Working experience with Microsoft Cloud based solutions in large enterprise environments.
Ability to handle customer critical issues and work in difficult situations.
Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
Excellent customer service skills, good oral and written communication skills
Able to handle difficult and sensitive situations involving critical and politically charged customer situations.
Lead projects and motivate others.
Certification in Microsoft and other Cloud Technologies.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.