Escalation Engineer with German

It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.

Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.

In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.

If shaping a better, more exciting future is what motivates you, you’ll be in good company.

Find out more about Jobs at Microsoft Romania and apply.

Successful Candidate Competencies:

- Microsoft Office 365 technical competency: Possess a broad knowledgebase of Office 365 technical architecture
- Advanced skills in PowerShell, Active Directory, Web Services and troubleshooting,
- Cloud competency: Possess the knowledge and personal conviction to articulate why the cloud and Office 365 in particular is a transformational industry change.
- Strong problem solving ability ranging from conceptualization to implementation
- Customer and Partner Focus: proven experience driving business impact based on a deep understanding of customer and partner needs.
- Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
- Excellent written and oral German and English language skills are essential
- Must have the ability to take initiative and work in a fast-paced high-stress environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
- Demonstrated ability to lead, manage, build and deliver customer and partner business results thru an engineering or professional services team
- Strong relationship building skills to create, reinforce, motivate and guide customers and partners
- Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities.
- Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity.
- Advanced degree (MBA, Masters, PhD) in engineering, business, marketing, economics or related field is a plus
- Microsoft field organizational experience is helpful
- This role will require regional travel and occasional travel to Redmond WA.

Qualifications Recommended:
The ideal candidate will have a four year degree or the equivalent in work experience and preferably 5 years customer support experience. Demonstrated leadership skills are required. The successful candidate will have the ability to communicate effectively with corporate customers, possess an understanding of the onboarding process and demonstrate a vision for the future of Microsoft support. Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations; to lead projects and to motivate others.


Experience:
- A minimum of 2 years supporting one of the following: 2007 or 2010
- A minimum of 3 years of Technical Support experience (in a Tier 2 or 3 role) including a minimum of 1 year of experience supporting Enterprise customers.

Certifications:
- All candidates must have the following certifications or complete within 6 months:
 Exam 70-321: Deploying Office 365
 Exam 70-323: Administering Office 365
 Exam 77-891: MOS: Microsoft Office 365
- Exchange candidates must have the following certifications within 6 months:
 Exam 70-662: TS: Microsoft Exchange Server 2010, Configuring
 Exam 70-663: Pro: Designing and Deploying Messaging Solutions with Microsoft Exchange Server 2010

- Lync candidates must have the following certifications within 6 months:
 Exam 70-664: TS: Microsoft Lync Server 2010, Configuring
 Exam 70-665: PRO: Microsoft Lync Server 2010, Administrator

- SharePoint candidates must have the following certifications within 6 months:
 Exam 70-667: TS: Microsoft SharePoint 2010, Configuring
 Exam 70-668: PRO: Microsoft SharePoint 2010, Administrator

Please note that your resume will be entered in our data base and may be used in further recruitment events.
SS:MCSS

As the Onboarding Lead Engineer you will lead a virtual team of Onboarding Engineers that drive the technical execution and provide automation improvements to maintain customer and partner satisfaction during the Fasttrack ‘Deployment’ phase. You are responsible for leading the delivery of the customer Onboarding Experience for Office 365 while utilizing the company’s IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations and Office 365 business groups. This key Onboarding Lead Engineer role will provide leadership and technical support to the Onboarding Engineers and will require developing exceptionally strong and transparent working relationships with the aforementioned teams to deliver expected customer and business results.

Your key business metrics will be:
- Customer and Partner Onboarding Satisfaction
- Reducing time\cost to Onboard
- Reducing reactive support incidents

Your specific responsibilities will include:
- Execute, manage and lead a set of Office 365 customers and partners thru the Onboarding technical process.
- Develop, foster and maintain highly effective customer and partner relationships
- Assist Onboarding Engineers, Office 365 customers and partners with configuration of onboarding tools and processes technology
- Analyze, develop and communicate key Onboarding process and technology improvement feedback for Office 365 Onboarding and entire deployment cycle
- Maintain strong working knowledge of the service, take ownership for service improvement
- Interact daily with other Onboarding Leads to provide technical action plans or take ownership of cases that require escalation.
- Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
- Develop foster and maintain effective working relationships with engineering, marketing, Enterprise Services\Support and field sales and partner teams to deliver key business metrics
- Manage customer and partner Onboarding programs within expected timeframes while continually driving increased effectiveness and thus reducing costs
- Be recognized as an Office 365 Onboarding leader
- Share knowledge with others through solution documents, contribute to social media, engage technical communities, build automated self-help solutions and create training

Please note that your resume will be entered in our data base and may be used in further recruitment events.

SS:MCSS