Microsoft South Africa Recruits PFE Security / Desktop

Job Description
Premier Field Engineer – Security / Desktop

Role Purpose:
– To 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.
– Delivery of an excellent service is essential to promoting the Onsite services as the most customer focused offering
available.
– The engagements may be short-term demand-led or longer term engagements with a dedicated customer.
– Team/ Department Mission As part of the Customer Service and Support (CSS) the Premier Filed Engineering Services
organization delivers Rapid Onsite Support Services and Incident Prevention Services to MS Enterprise customers.
– The PFE engineers help Premier customers during the “operate” and “improve” phase of the MS product usage.
– The Support Service can be proactive for workshop and SKU service delivery and reactive as well as response on critical
situations.
– Increase service availability for Microsoft’s Enterprise Customers by providing proactive support consulting in a specific
product or Technology area.

Key Accountabilities:
– Use an adequate technical expertise in troubleshooting to support reactive cases.
– Deliver proactive onsite support and knowledge transfer to the customer.
– Drive on preventing incidents during your customer visits.
– Deliver SKU services and customized workshops.
– Drive high customer satisfaction on GTSC support incidents.
– Maintain deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing
technical knowledge.
– Achieve high levels of customer satisfaction.
– Deliver technical workshops, presentations and documents.
– Maintain your accreditations.
– Collaborate with Microsoft teams to deliver a high quality service.
– Work with Microsoft support engineers using knowledge of your customer’s environment to accelerate problem resolution.
– Manage customer expectations and deliver a service in line with contractual obligations.
– Develop and deliver new services to exceed customer expectations.
– Take responsibility for the Microsoft engagement and your own self development.
– 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.
– Ongoing feedback through appraisals – Regular 1:1s with team manager – Yearly formal review – Alignment with Microsoft
values.

Knowledge, Skills and Experience:
– Face-to-face customer engagement skills.
– At least 7 years experience supporting Enterprise customers with. Excellent written, oral and presentation skills.
– Strong English and French Languages.
– Awareness of corporate environments and their business requirements.
– Strong experience with Security.
– Experience on ISA Server
– Experience on Thread Management Gateway Server
– Experience on Forefront Endpoint Protection
– Strong experience with MS Windows 2000 and/or 2003, 2008 servers.
– Understanding of the following technologies is desirable:
– MS Cluster services; Terminal services, networking technologies, PKI, UAG
– Windows XP, Vista and Windows 7 Desktop experience

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.

Job Qualifications:
– MCSE certification plus Security experience is a MUST.
– CISSP Certification is preferred.
– Degree qualification or equivalent experience.
– ITIL/Service Management experience or 3rd level support experience.
– Windows Desktop Exam advantageous

– Special Requirements/Additional Information e.g. Language skills
– The majority of time will be spent on customer sites.
– Therefore the following requirements are essential :
o Full driving license
o Ability to travel