ROLES AND RESPONSIBILITIES:

Public Sector Engineers have a demonstrated competency in the Microsoft products we support. We work to stay current on new versions and related technologies.

Provide comprehensive incident support for customers both in-person and remotely, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer.

Advocate for customer needs by escalating potential product defects to Microsoft escalation engineers or product groups.

Lead risk and health assessments on customer environments, using toolsets and governance interviews to review customers’ product configuration and assess possible risks in their management and operations.

Deliver customer training workshops demonstrating the application of product features to business needs and teaching core troubleshooting skills.

Some Public Sector Engineers also participate in the development of intellectual property - building and updating proactive services, like our Risk and Health Assessment Program and workshop content - to bridge gaps in product updates and meet new demand.

This position requires a varying amount of domestic travel with overnight stays. The amount of travel will vary based on your location relative to the customers, so team members in the Washington, D.C. area or other cities with a dense population of Public Sector customers will travel less than team members in other areas.

This position also requires you to work a rotational on-call schedule for urgent after-hours and weekend support incidents.

This job is eligible for the following work arrangements: Compressed Work Week, Flex Time, and Telework / Some Work from Home.

CORE CHARACTERISTICS:

Dedication to Technology: Strong interest in interconnectivity among technologies and a passion for driving the way technology impacts our daily lives.

See the Big Picture: Be able to translate business needs into technical solutions. Frame technical problems in terms of business impact. Understand and articulate customer needs. See the big picture, illuminate it for the customer, and build it together. Focus on specific issues while remaining mindful of the context and the interests at stake.

Communication Skills: Demonstrate strong verbal and written communication skills exhibiting expertise and clarity along with empathy and patience. Have strong technical writing skills and strong presentation skills. Rely on situational awareness to clearly communicate the same message at different levels of technical depth depending on the audience. Quickly establish rapport and gauge a customer's technical knowledge so you can explain concepts in terms that he or she will understand.

Teamwork: Your objective is to delight your customer every time, and sometimes that requires asking others in Microsoft Services or the product team to lend their expertise. Take the initiative to reach across roles and join forces on complex customer needs. Regularly reach out to share your experiences and IP with others in order to strengthen the knowledge base of your entire team.

Operational Excellence: Manage calendar, expenses, customer communications, internal communications, time logging, and goal tracking on a daily basis. Be able to perform with minimal oversight. Demonstrate unwavering quality of performance, whether working from a customer site, Microsoft office, or home.

QUALIFICATIONS:

4-year technical degree or equivalent work experience.

2+ years of product configuration and administration or development experience with Skype/Lync and the underlying technologies it depends on.

2+ years of technical support or enterprise information technology experience. Microsoft hires Public Sector Engineers at a variety of levels and experiences ranging from Associate Support Engineers to Principal Engineers. While a minimum of 2 years’ experience is preferred, candidates with a variety of experience levels are equally encouraged to apply.