Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

This role will require advanced communication skills and the ability to develop strategic on-going customer relationships, gaining trust and respect for the company.
Our Active Directory Customer Engineers must also possess strong technical writing, presentation, and training skills, enjoy working collaboratively as a team and actively contribute to their peer group as well as our customer account teams.
As a Customer Engineer, you will:
• Educate and guide Customers by delivering workshops and webinars.
• Help customers with their journey to the cloud.
• Provide the most effective method of service delivery by analyzing trends and common themes across customers.
• Seek information about the underlying needs of customers.
• Deliver proactive services such as risk assessments, code reviews, and disaster recovery plans.
• Help customers with troubleshooting and problem resolution.
• Be the technical expert for customer projects and deployments.
• Mentor other Customer Engineers.
• Contribute to business goals and continuous improvement initiatives.
• Seek opportunities to drive Customer Success business results by collaborating with multiple team members.
• Identify opportunities to articulate business value and grow customer relationships in alignment with Customer Success business priorities and stakeholder management principles.
• Modify existing intellectual property (IP) or, where applicable, create new content.
• Build plans that consider potential obstacles and immediate and long-term consequences.
• Demonstrate expertise in a specific solution, or several products, feature functions, or services.
• Provide stakeholder assistance throughout deployment to avoid/resolve technical issues.
• Consistently apply "lessons learned", model personal accountability & teamwork.
• Understand customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
• Gather customer impressions of products and services and integrates this feedback into decision making.
• Drive and Support innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
• Cultivate relationships, credibility, and loyalty with Customers and Partners intentionally by sharing relevant business expertise.
• Demonstrate yourself as the Self Learner.

Qualifications

Technical Expertise:

AD/Azure Customer Engineers should be experienced at implementing, automating, and troubleshooting Active Directory and Microsoft Azure Infrastructure solutions.

The role requires knowledge and experience in a number of the following technologies/areas:

• Strong knowledge of Active Directory architecture, monitoring, troubleshooting. Accessing and securing network resources via NTLM, Kerberos and SSL.
• Experience with Windows Server 2008 (R2), Windows Server 2012(R2), Windows Server 2016, Windows Server 2019
• Fundamental networking knowledge - IP, DHCP, DNS, WINS, routing, etc.
• Active Directory technical knowledge: AD Services (AD Federation Services, AD Certificate Services & Others), Replication and Performance, Troubleshooting and Disaster Recovery, Security and Administration
• Group Policy technical knowledge: design, implementation, configuration, management, troubleshooting
• Demonstrated knowledge in:
o Designing, implementing and troubleshooting Microsoft Azure and its components
o Securing Azure and its components
o Azure Active Directory (AAD) and Azure AD Connect knowledge and experience.
o Azure Web Sites
o Azure Cloud Services
o Azure Virtual Machines (and Windows Virtualization)
o Storage and Disks
o VM Availability
o Azure Virtual Networks (including Fundamental networking knowledge - IP, DHCP, DNS, routing etc.)
o Microsoft Azure Active Directory & Identity
o ADFS
o Windows PowerShell
o Windows Server and Windows Client

Skills in the following technologies would be considered desirable and will be a candidate’s differentiator:

• Security concepts for Cloud Infrastructure and Microsoft Operating Systems
• Strong troubleshooting skills and support experience
• Face-to-face customer engagement skills
• Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences.
• Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
• Troubleshooting knowledge & skills, Microsoft Certifications qualifications desirable
• Degree qualification or equivalent experience
• Azure DevOps
• Microsoft Enterprise Scale Landing Zones (Enterprise Scaffold)
• Automation / Orchestration knowledge – Azure Automation, Runbooks
• Knowledge of Azure Monitor, Log Analytics, Sentinel, Azure Security Center
PaaS, Containers, App Services, REST APIs,
Additional qualification required:
• Analytical Problem Solving
• Building Customer/Partner Relationships
• Leadership
• Value Selling
• Bachelor’s Degree or equivalent
• Business fluent in English

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.

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.