Overview
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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture.
We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered.
CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products.
Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more.
As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.
Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
The MECM (aka SCCM)/Intune Customer Engineer will work directly with customers, as a consultant and technical advisor to:
- Design, Deploy, Review and Assess the health of the infrastructure and clients
- Upgrade, update and maintain the SCCM hierarchy
- Troubleshoot issues with infrastructure and clients
- Tune and optimize for performance
- Assist with reporting
- Assist in setting up SCCM Co-Management with Intune
- Assist in planning, reviewing and troubleshooting Software Updates feature
- Assist in planning, reviewing and troubleshooting Task Sequences
- Provide training in all areas of SCCM to ensure customer goals are met
Responsibilities
- Acts as the voice of the customer/partners from feedback tools and systems with minimal guidance from more experienced peers.
Contributes to identifying and/or translating customer/partner problems into industry solutions.
Focuses on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience with minimal guidance.
Contributes to the identification, escalation, and mitigation of blockers using appropriate tools.
Delivers solutions in line with company methodologies with minimal guidance from more experienced peers.
Identifies new opportunities for Consumption, Usage & Unified expansion at scale with minimal guidance.
Operates according to required operational excellence and proven practice standards throughout all sales stages/activities/tools of record with minimal guidance from more experienced peers.
Leverages market insights and demand signals.
Contributes to virtual teams using knowledge of Microsoft architectures and their context in the competitive landscape.
Identifies gaps that enable solutions to scale across customers with minimal guidance from more experienced peers.
- Focuses on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience with minimal guidance.
Learns and develops an understanding of customer goals, and contributes to the definition of customer/partner conditions of success.
- Addresses customer/partner dissatisfaction with minimal guidance, and may contribute to the execution of strategies to improve customer experience, value realization, and acceleration of transformation.
- Contributes to identifying and/or translating customer/partner problems into industry solutions aligned with Microsoft product and platform strategy, and explaining why and/or how they meet customer/partner outcomes and ROI goals.
- Help the customer/partner adopt and use Microsoft product/platform strategy-aligned solutions with minimal guidance from more experienced peers.
Builds relationships with technical decision makers (TDMs) with minimal guidance, and contributes to helping build the bridge between TDMs and business decision makers (BDMs).
Supports interactions with customers/partners' key stakeholders for security, compliance, operational and risk requirements.
- Acts as the voice of the customer/partner, sharing ideas, feedback, insights, success stories and strategic/technical input with Engineering teams, Product Offerings teams and internal communities leveraging insights from feedback tools and systems with minimal guidance from more experienced peers.
Contributes to identifying patterns across customers/partners/territories/industries and leveraging them to develop strategic and actionable insights.
May present business cases to program managers, with minimal guidance, to influence product roadmaps and decisions.
- Gains insight into solution area-specific market opportunities and initiates actions to address them with support from peers and leadership.
Guides partners in developing offerings, practices, products, and solutions.
Assists the partner throughout initial customer implementations.
Delivers technical enablement.
Identifies and focuses on opportunities that align with revenue goals.
- Drives growth of solution utilization pipeline with partner by unblocking technical blockers in customer deals.
Provides support to partner and sales teams to clarify specific opportunities through proof of concept and technical pre-sales support.
Qualifications
- Required/minimum qualifications
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 2+ years’ experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
- Advanced English level.
- Demonstrated experience working as an architect in a cloud environment.
- Experience in Enterprise IT Service Delivery.
- Experience presenting, whiteboarding, or demoing technical solutions to stakeholders.
- Additional Or Preferred Qualifications
- Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 5+ years’ experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master’s Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 3+ years’ experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
- 2+ years’ experience in a customer-facing role
- 2+ years’ experience working on technical projects.
- Technical Certification in Cloud (e.g., Azure, AWS, Google, security certifications).
- 3 years working as a depth expert and technology owner or consultant for MECM
- Ability to present to multiple levels of customer leadership.
- Ability to act as a consultant and architect for multiple customers.
- Broad knowledge across multiple scenarios: Windows Desktop/Server Management using SCCM; SQL Server, Active Directory, Certificates, IIS, DNS, Security; Package/Application creation; Desktop OS Upgrades; Intune and Co-Management experience; SSRS Reporting and/or PowerBI experience; PowerShell scripting.
Deep level knowledge in at least 3 of the above categories.
- Broad knowledge of all MECM areas with deep understanding of at least 4 of the following: Infrastructure, Design, Deployment, Upgrades, Maintenance/Health/Tuning, Troubleshooting, Windows Desktop Upgrades, Software Updates, Compliance, Software Distribution, Security, Intune, SQL Server, Report Development, Network Troubleshooting, Active Directory, DNS/Network, IIS, Certificates, Tools.
Microsoft is an equal opportunity employer.
Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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