FastTrack Engineer (GERMAN)
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This position is a contingent staff position and employed by an external agency in service for Microsoft.
The FastTrack Office 365 team is looking for a thoughtful, analytical and highly energized FastTrack Engineer to join a new team that will be responsible for delivering onboarding Office365.
The FastTrack Engineer should be a recognized technical expert who is interested in running complex operations across multiple countries, interested in coaching and mentoring others, able to analyze complex technical and non-technical data to understand challenges and opportunities and to drive results through their impact on others.
The FastTrack Engineer is also responsible for the technical aspects of onboarding customers which includes providing proactive guidance and remediation assistance.
The FastTrack Engineer will have to work with office365 customers, assess their environment, network and software to identify the actions needed for a smooth migration to the cloud, to define and execute a remediation plan together with the customers IT staff as well as coach and mentor other FastTrack engineers on assisting Microsoft customers. You are responsible for executing the delivery of the customer Onboarding Experience for office365 while utilizing the companys IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations.
Successful Candidate Competencies:
Excellent customer service relationship skills. Ability to create, reinforce, motivate and guide customers and partners
proven experience driving business impact based on a deep understanding of customer and partner needs
Superior, proven problem-solving ability ranging from conceptualization to implementation as well as strong troubleshooting skills.
Strong communication, mentoring and training delivery skills are required. Ability to provide clear, concise feedback
Proven ability to drive technical improvements: Ability to think out of the box and innovate
Cross site collaboration skills - exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities
Ability to enhance the technical expertise of peers via the development of product training and team content developmentdelivery.
Ability to apply technology to improve existing products and systems at customer level as well as internally
Ability to provide guidance to expedite resolution and increase customer satisfaction.
Ability to actively participate in team support and development by proposing and implementing solutions
Dealing very effectively with ambiguity. Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity
Qualifications and Experience:
The ideal candidate will have a four-year degree or the equivalent in work experience and preferably 5 years Customer Support in Microsoft product and or Consulting Services experience.
Background in supporting one or more of the following server technologies is considered a plus: Teams, Exchange,Skype for Business, SharePoint, Active Directory.
The successful candidate should have the skills to build a good customer relationship and acting as a technical trusted advisor in the Onboarding journey.
The successful candidate should have strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
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.
A minimum of 2 years of experience enabling and configuring Office 365 services is required.
English and German.
You are responsible for executing the delivery of the customer Deployment and Adoption Experience for Office 365 / EMS / Windows 10 products, 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.
Lead a set of Microsoft 365 customers and partners through the Onboarding technical process
Plan, manage and execute a complete Onboarding experience for Cloud customers
Maintain strong working knowledge of the service, take ownership for service improvement
Manage customer and partner Onboarding programs within expected timeframes while continuously driving effectiveness and thus reducing costs
Share knowledge with others through solution documents, contribute to social media, proactively engaging in technical communities
Your key business metrics will be:
Customer and Partner Onboarding Satisfaction
Time and cost reduction to Onboard
Reduce reactive support incidents
Increase Microsoft 365 Service Consumption
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.
Benefitsperks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.