PFE - Microsoft Systems Center Operations Management (SCSM)
Location: SOCAL or Seattle
* Percent of time for travel: 70%
* Profession: Support Engineering
* Discipline: Support Engineering
Primary responsibilities include providing on-site technical support solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the exchange client and server. The successful candidate will be capable of providing field technical support presence for groups in the Microsoft Services organization, including but not limited to Premier and Professional Support, Microsoft Consulting Services, and escalation engineers. The Premier Field Engineer acts as the primary onsite technical contact, providing customer visibility, advanced technical troubleshooting support and problem resolution for Product Support Services and corporate customers, including issues escalated to the highest levels of management.
The candidate will provide technical support including product technical training onsite, as well as via telephone, and electronic media. Candidate must be able to manage hot issues by setting customer expectations, devising and implementing action plans, being available 24x7 and professionally communicating to all parties involved.
Recommended qualifications include: Superior problem solving and troubleshooting skills at the System Engineer level; exceptional customer service, overall communication and technical writing skills. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level; Must possess the ability to work independently with minimal management supervision and as part of nationwide team of engineers; Demonstrated aptitude for providing exceptional customer service in politically charged environments; Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and team content development; Ability to apply technology to improve existing products and systems at customers and for internal use; Ability to actively participate in team support by proposing and implementing solutions; Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers.
Technical Requirements: Solid understanding of Microsoft System Center 2012 components with a strong focus on Service Manager and how it integrates with the other Suite components. Candidate will need significant client/server skills, networking, and Internet fundamentals and a superior knowledge and demonstrated technical proficiency in System Center Service Manager with experience in managing medium to large environments. The candidate should be able to advise on best practices, deploy, configure and troubleshoot all aspects of SCSM effectively and understand the product configuration, flow and logging in detail. The candidate should also understand the configuration required in order to connect and integrate products such as Operations Manager, Configuration Manager, Orchestrator, Active Directory and SharePoint (Self-service Portal) with Service Manager. In addition, experience with Service Manager Authoring, in combination with Designing and integrating with runbooks in Orchestrator is desired. An understanding of MOF and ITIL basics and how Service Manager supports these processes is also desired. Experience and familiarity with other IT service management products is a plus.
Knowledge/understanding of the following would be advantageous:
Basic SQL Deployment, Configuration and Querying
PowerShell
SharePoint
SCSM Exchange Connector,
Orchestrator Integration Packs
Model / class based architecture in SCOM / SCSM,
Deploying SCOM and Management Pack Best Practices,
Deploying SCCM and basic configuration of features like User Affinity, Hardware/Software inventory and Software Distribution.
Third-party Service Manager add-ins.
SQL Analysis Services, reporting, Cubes and PerformancePoint, Excel Pivot tables, Powerpivot.
XML Editing
Basic Scripting
Overnight travel is required. Travel requirements vary regionally and could be as much as 40-70%. Candidates must possess current passport or be able to obtain passport within 90 days of hire. The candidate should already have current US work authorization, live within US and be willing to relocate. Remote candidates will not be considered.
They must be available for travel dispatch 24x7x365.
Education: College degree, preferably in Computer Science, is required. MCSE strongly preferred. Will consider related field (or equivalent) experience.
Must be a U.S. Citizen or Naturalized U.S. Citizen
Must currently hold or be able to obtain U.S. security clearance.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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