M365 Customer Engineer

Job description

Overview

Direct message the job poster from Infotree Global Solutions

Job title: M365 Customer Engineer

Level: SME

End client: Microsoft

Job Type: Full-time

Job Mode: Remote

Experience: 10+ years’ experience / Mandarin Mandatory

Salary budget: RM12,000

Job Description

Microsoft helps customers realize their full potential through accelerated adoption and productive use of Microsoft technologies.

This role provides technical leadership for Premier customers around the world to help ensure their IT environments are kept optimized and healthy.

The focus is to do this in a proactive and consultative manner to avoid future issues.

This includes guidance on best practices, risk assessments, migrations, and remote and dedicated support services.

As a Specialist, you would be joining a team of outstanding technology professionals who, as trusted advisors and subject matter experts, help Microsoft Premier Enterprise Customers enable them to make the most out of their technology and moving their business forward.

Customer Engineers provide various services to our Enterprise customers to increase systems availability, resolve critical issues, and ultimately improve the health of our customers’ environments.

We consult with experienced technical staff to ensure they have the skills to troubleshoot and maintain their solution in line with Microsoft best practices.

When things do go wrong, we provide rapid on site/remote expertise to resolve critical situations.

Responsibilities

• Customer Centricity
• Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Exchange Online, SharePoint Online, Teams, Teams Phone, M365 Apps, Azure AD, Endpoint Mgmt.
  
  Security & Compliance) expertise to enable defined Customer Success Plan outcomes.
  
  You will actively listen and respectfully challenge yourself to drive the best outcomes.
  
  
• Proposing effective cloud strategies to meet the customer needs and deliver them through workshops, training & advisory services.
  
  
• Collaborate closely with customers and stakeholders to understand business needs and translate them into scalable, secure, and efficient engagements.
  
  
• Ability to inspire customers by communicating complex concepts in a simple, business value context with proven white boarding capabilities.
  
  
• Be a proven self-starter who takes ownership of opportunities, works independently, manages multiple simultaneous tasks, and deals well with ambiguity and last-minute changes.
  
  
• Customer/Partner Insights: Provide feedback & insights from customers/partners back to the relevant MS teams, including Product Groups, to enable continuous improvement.
  
  
• Business Impact
• Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business and technical decision makers to ensure they understand Microsoft's M365 value proposition and get value from their investment in Microsoft technology.
  
  
• Resolution of Customer Blockers: Identify resolutions to issues blocking go-live of customer success projects by leveraging deep knowledge of M365 services & technical subject matter expertise.
  
  Lead technical conversations with customers to drive value from their MS investments.
  
  Deliver all work according to MS best practices & policies and using repeatable IP.
  
  
• Technical Leadership
• Learn It All: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
  
  
• Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP reuse and learn from others to help accelerate your customers transformation journey.
  
  
• Relationship Building
• Proven track record of building deep technical relationships with senior IT executives in large or highly strategic accounts.
  
  Experience in managing various stakeholder relationships to get consensus on solution/projects.
  
  

Skills Set (Preferred)

• Technical Specialist should have the two certs for the Microsoft 365 Certified: Administrator Expert or Microsoft Certified: Power Platform Solution Architect Expert or be able to complete them within the first 30 days.
  
  
• Technical Specialist should stay current on the required Microsoft 365 certifications, as well as new certs that are relevant.
  
  
• Ideal candidate will have soft skills such as, effective written & oral communications, and have the skills necessary to engage a customer in a deep technical conversation.
  
  
• Should be an expert in at least two of the following areas:
• M365 & Exchange Online
• SharePoint on-premises and SharePoint Online
• Power Platform
• Teams, Phone & Rooms
• Viva Platform
• IDM, Information Protection & Compliance
• Governance & Risk Management

Soft Skills

• Must be able to quickly develop trust and rapport with CSAMs & Customers (most of the time they are of this profile: System Admins, Enterprise Architects, IT Specialists or Managers)
• Passion for customer advocacy in a technology domain.
  
  
• Strong communication skills in both spoken and written English
• Ability to articulate technical issues/requirements accurately with Customer, Microsoft Services, M365 development teams at the appropriate technical depth.
  
  
• Have the necessary skills to engage a customer in a deep technical conversation.
  
  
• Strong problem-solving skills and a proactive approach to learning.
  
  
• Have a commitment to customer and partner satisfaction, ability to thrive in a competitive team environment.
  
  
• Ability to work independently.
  
  

Qualifications (Required)

• 10-15 years of Strong working experience in O365/M365 administration.
  
  
• Exchange or SharePoint skills Mandatory
• 10-15 years in a customer facing service role in any capacity.
  
  
• Presentation skills with a high degree of comfort with both large and small audiences.
  
  
• Good Knowledge of Microsoft 365 Suite.
  
  
• Degree in B.
  
  Tech with Computer Science, BCA /MCA, MSC IT.
  
  
• Holds one or more Microsoft 365 related certifications.
  
  

Required Skill Profession

It & Technology