IT Service Engineering Manager

People all over the world use Yammer to communicate and collaborate openly with their coworkers. This makes workplaces more effective and makes employees happier and more engaged. We know this for a fact, because we’re not only building Yammer; we’re using it every day to do our jobs. We need people who are enthusiastic, who ask great questions, and who have strong opinions (but aren’t afraid to admit when they’re wrong).

Yammer IT is a global department that covers our offices in both San Francisco and London. Spanning two cities on opposite sides of the ocean, we nonetheless work closely together on projects and have a follow-the-sun support structure. As individuals we span a wide variety of expertise, and cover a wide variety of tasks.

Our team is looking for people who have a love for the work we do, complimented by a strong customer service oriented attitude. We're a tight-knit team in charge of a wide spread of resources, so your excellent problem solving skills and ability to work well within a team environment will be crucial to your—and our—success.

We have a great opportunity to join our SF based team as a local IT leader reporting to the Global IT Director.

No day is ever the same in Yammer IT.

What we want you to do:

Providing feedback on the local IT team to Global IT Director

Providing guidance and mentorship on projects.

Oversee day-to-day operations and thorough completion of projects.

Encourage IT-wide discussion on future projects and maintain engagement among staff.

Continue to administer Core Responsibilities.

Broadcasting IT-related information that impact Yammer groups.

Become the local representation for IT in the SF office.

Collaborating with Global IT Director in crafting weekly meeting agendas.

Identify, define, and develop IT roadmap and vision.

Effectively staff resources onto projects to encourage efficacy and team growth.

Acting as liaison for Yammer IT to the larger Microsoft community.

Collaborating with Yammer teams to define and develop IT solutions to their pain points.

Involved in Yammer IT hiring decisions.

Managerial tasks, including one: ones and Connect generation and submissions, input in people advancement discussions.

Building relationships with MSFT IT and supporting the Non Windows support model through use of our SW and services.

What we'd like you to have:

3-5 years management experience working in a corporate environment

Casper Experience

Lync phone system experience

Experience with Mac OS X, in particular within Active Directory environments

Experience with efficiently supporting systems that support hundreds of desktops users

Knowledge of LDAP, including Open Directory and Active Directory

Expert knowledge of Mac OS

What we use:

Operating Systems: Mac OSX, *NIX, Windows 8/Server 2012

Casper Mac Management tool

JIRA

Office 365

Open LDAP

Aruba Wireless

Dell

HyperV

KVM

ESXI

GITHub

Microsoft is an equal opportunity employer. The Yammer team has folks from a variety of backgrounds, races, ethnicities, previous work histories, and life experiences, and we are eager to maintain and grow that diversity. The Yammer product is used by all kinds of people, so that diversity of experiences is critical to how we develop. We believe in sane work hours, using our vacation time, learning on the job, and offer paid parental leave.

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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ENG SERVICE ENGINEER II

Are you ready to make an impact on one of Microsoft’s fastest growing businesses?   Are you passionate about leading the IT industry and driving cloud adoption across the world?   If so, come join the fast paced Service Engineering team within the SharePoint Online organization, responsible for key facets of the online service.   This is an exciting and fast growing business as we are rapidly on boarding new online customers.   This team works closely with the other BPOS services to launch the next wave of Microsoft Online services.  

The SharePoint Online Service Engineering team is chartered with developing, building, and running a highly available, secure, and scalable online environment.   This environment provides a great opportunity for an experienced Service Engineer with specific focus on Datacenter Network Engineering.   This role will be primarily responsible for building, running, and migrating our global network infrastructure.   The position will require the ability to partner with partner teams, build architectural strategies, and drive project plans to deliver against key business initiatives.   It will also involve joint software development efforts across multiple infrastructure platforms such as Cisco, Juniper, and F5 Networks.

Responsibilities include:

• Interact with business stakeholders to develop operational project plans that align with key business objectives.

• Manage day-to-day network build operations within Microsoft datacenters.

• Provide general networking expertise, design next generation network architectures and corresponding adoption strategies.

• Develop tools, optics, and quality control processes that provide network service stability.

• Develop and deploy role based reporting dashboards for executives, account support, and operations personnel.

• Debug and resolve technical problems through collaboration with IT teams.

• Establish clear standards and procedures documentation for training other engineers and operations personnel.

• Reporting of key performance KPIs and metrics.

Education & Job experience requirements:

  BA/BS in Computer Science, Electrical/Computer Engineering, related degree, or equivalent work experience.

  Strong System Engineering & Administrative skills with datacenter networks.

  Demonstrated strong experience in scripting languages such as PowerShell, C# and C++.

  Relevant knowledge of network industry standards and the use of analytics in an operational setting.

  Understanding of software development methodologies and practices including agile development and continuous integration (CI)

  Experience working Cisco, Juniper, and F5 systems.

  Certifications such as MCSE, CCNA, CCNP, CCIE, CNE is a big plus.

  Participation in the Operations team’s 24/7 on-call rotation as needed.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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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Customer Service Executive

Customer Service Executive
£18,000 plus excellent company benefits and bonuses
Monday to Saturday - 5 days a week
Shifts: 9:00am - 5:30pm and 10:00am - 6:00pm

Dynamite Recruitment is currently working with a fantastic company based in the Hemel Hempstead area who are looking to recruit an experienced Customer Service Executive to join their busy team. This is a very exciting opportunity to join a growing company and build a fantastic career.

The Role:

* Attending pre-arranged customer appointments at appointed dealerships and talking to new customers about their finance agreement.

* Ensuring the customers qualify and understand the full process and terms and conditions.

* Ability to establish customer intent and ability to repay the agreed amount of finance over a certain time frame.

* Making sure all documents and paperwork is complete and regulations are adhered to.

* Answer all customer queries to ensure deal is closed.

The Ideal Candidate:

* Customer focused with a friendly and informative approach to work.

* Excellent level of customer service along with the ability to build and maintain rapport with both consumer and dealerships.

* Ability to work independently and report to the area manager.

* High level of organisation and ability to manage own time efficiently.

* Previous experience in customer finance or personal banking would be desirable.

* Knowledge and/or understanding of Consumer Credit Compliance regulation is desirable but again not essential.

Please contact Kate at Dynamite Recruitment for more details and apply now!

Key words - Customer finance, personal banking, car sales, Deal Maker

Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.

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CUSTOMER SERVICE REPRESENTATIVE/ SR - New Mexico Gas Company - Clovis, NM

Under general supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location

Develops proficiency in the majority of customer service technical transactions and gains a working knowledge of complex customer service transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (edits, service order exceptions), miscellaneous adjustments, budget billing, and emergency response

Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates

Reduces revenue losses by implementing existing business practices that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed

Successfully completes all training and associated assessments; department standards must be met or exceeded

Provides professional and courteous customer service to effectively resolve various energy consumption inquiries via person-to-person or telephone contacts

Detects, investigates, and collects revenue from energy diversions, as applicable or assigned

Actively manages, preps for and troubleshoots DNPs or may assist in preparation of customer notices, as needed or assigned

May provide on-the-job training or formal training classes on related customer service subjects as directed by management in a limited range of topics and may serve as a specialist in development of customer service training, as applicable or assigned

COMPETENCIES:

Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations

Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

Working knowledge and understanding of all procedures, services offered rate tariffs, rules and regulations, and applicable state and federal regulations covering credit and collection practices and customer billing

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with one to three years of related/applicable experience (e.g. customer service, collections, cashiering, etc.), or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.

COMMUNICATION SKILLS:

Ability to read and comprehend general instructions, short correspondence, and memos

Ability to write general correspondence

Ability to speak clearly and persuasively in positive or negative situations

Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Ability to effectively listen and get clarification, in order to respond to questions

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

COMPUTER SKILLS:

Ability to use a personal computer, and database software

Ability to gain proficiency in the majority of customer service technical systems; systems include: billing system, automated call dispatching, telephone system email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company web site

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply customer service understanding to carry out detailed but uninvolved written or oral instructions. Ability to effectively resolve a range of simple to complex problems/issues in various situations.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office/field environment.

CUSTOMER SERVICE REPRESENTATIVE SR

SUMMARY:

Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location

Fully proficient in all customer service technical transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (billing edits, service order exceptions, service order completions, miscellaneous adjustments, budget billing, and emergency response

Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates

Reduces revenue losses by implementing existing business practices that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed

Successfully completes all training and assessments; department standards must be met or exceeded

Addresses and skillfully resolves customers energy consumption inquiries via person-to-person or telephone contacts which typically involves the most complex transactions and issues

Detects, investigates, and collects revenue from energy diversions as applicable or assigned

Actively manages, preps for and troubleshoots disconnections for non-payment or may assist in preparation of customer notices, as needed or assigned

Provides professional, courteous and effective customer interactions, which often includes engaging in a wide-range of difficult/challenging customer interactions

Provides on-the-job training or formal training classes on wider-range of related customer service subjects as directed by management and may serve as a specialist in development of customer service training, as applicable or assigned

Coordinates daily work activity or daily customer service activities as directed to assist supervisor

Provides assistance to other customer care employees regarding technical inquiries (person to person or telephone contact)

Assists on special projects, when assigned

COMPETENCIES:

Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations

Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

In-depth knowledge and understanding of all procedures, services offered, all rate classes, billing procedures, service order procedures, credit and collection procedures and practices, collections, bankruptcies, and diversion investigations to include negotiation settlements with customers on appropriate rates, as applicable

Demonstrated ability and/or skill in motivational and leadership competencies

Ability to handle recurring and/or special customer problems that require judgment and creativity

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with three to five years of related experience (e.g. customer service, collections, cashiering, etc.), and the successful completion of any and all required training, or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.

COMMUNICATION SKILLS:

Ability to read and comprehend complex instructions, short correspondence, and memos

Ability to write complex correspondence

Ability to speak clearly and persuasively in positive or negative situations

Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Ability to effectively listen and get clarification, in order to respond to wide range of questions

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

COMPUTER SKILLS:

Ability to use a personal computer and database software

Proficiency in all customer service technical system; systems include: billing system, automated call dispatching, telephone system, email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company website

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply an expert customer service understanding to carry out detailed and at times involved written or oral instructions. Ability to effectively resolve problems/issues involving complex issues in wide range situations. Ability to deal with problems involving at times limited concrete variables in standardized situations.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.

SALARY RANGE

CUSTOMER SERVICE REPRESENTATIVE

$11.48/hr - $15.31/hr

CUSTOMER SERVICE REPRESENTATIVE SR

$14.07/hr - $18.76/hr

EQUAL OPPORTUNITY STATEMENT

New Mexico Gas Company is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

DOT STATEMENT

This position performs one or more covered or "safety sensitive" tasks that are regulated by the Department of Transportation (DOT) natural gas pipeline or commercial motor vehicle driver related regulations. Both types of jobs require that all individuals meet specific criteria, training, and pre-employment qualifications as defined by the DOT, which may include physical examinations and/or successful background information as required for the specific job.

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Sr IT Service Engineer

Do you have a passion for security and excited about impacting some of the largest and most complex infrastructure security challenges Microsoft is involved with today?   If the answer is yes, you may be a candidate to join the ACE Team.  

The ACE (Assessment, Consulting & Engineering) team is the assessment and advisory services arm of Microsoft’s Information Security & Risk Management organization.   Our team is a dynamic organization chartered with providing security assessment services to both Microsoft and to Microsoft’s enterprise and public sector customers to help effectively manage security risks.   As a part of our charter, we are tasked with sharing and showcasing with external customers how Microsoft manages risks as well as to learn and bring back best practices from Microsoft’s customers to benefit Microsoft’s own risk management needs.  

The successful candidate for the IT Service Engineer role will engage in a consulting role with both internal clients and Microsoft’s enterprise customers to assess, develop and architect Microsoft-based infrastructure security solutions.   A thorough understanding of Microsoft and networking technologies, and experience deploying complex enterprise security solutions is expected for the ideal candidate.  

SR IT Service Engineer responsibilities:

Lead and architect comprehensive security solutions for Microsoft

Drive cross-organization engagements with senior-level engineering and program management staff

Govern and drive the change management process for Secure Architecture and Designs

Deliver overall secure architecture documentation and service delivery implementation models

Develop and assess for the security of technical infrastructure security solutions, including the design and architecture of enterprise networks.

Follow all Microsoft service delivery methodology for engagements for relevant offerings, including: adherence to delivery process, quality assurance, time tracking, and customer satisfaction

Accept and lead complex assignments with extensive organizational impact

Anticipate and respond to emerging threats with innovative security solutions

Influence and drive security solutions across organizational boundaries

Must be able to work autonomously as well as in team environments, often in stressful, high impact situations

Requirements/Qualifications and Previous Work and Related Experience (including educational requirements):

Knowledge of TCP/IP, Kerberos, PKI, Active Directory, Networking, threat-modeling in the enterprise environment is required

Excellent written, verbal and presentation skills are required

Exceptional analytical and organizational skills are essential and required

10+ years work experience in an Information Security organization or Information Security Consultancy

Extensive knowledge of ISO 27001/27002 standards and related assessment methodologies

CISSP, SANS certifications, Microsoft technology certifications and other security certifications are desired

Familiarity with global privacy regulations and compliance methods

Sound program management, analysis, problem resolution, team building, judgment and decision making skills

Microsoft Office skills at an advanced user level

This position may require travel

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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Principal Service Engineering Manager

Job Purpose:

Microsoft IT (MSIT) has one of the most exciting and challenging IT environments in the world. Delivering services that enable our customers, our partners, and our employees to be the best they can be and using the products we make in groundbreaking ways is one of the most invigorating positions available in Microsoft or anywhere in the world.

As part of the Corporate Functions IT leadership team, you will lead the Service Engineering Organization that deploys and provides escalation support for our four distinct business functions that run the company: HR, Finance, Legal and IT. In this role, you will leverage your technical experience and knowledge in services architecture to design and deploy scalable solutions, collaborating with multiple teams and disciplines to create truly horizontally-scalable and robust services.

We particularly look for at least one of two backgrounds: either as a developer or as an operations engineer (preferably both). If you were a developer, you were the one on the team who got most excited by increasing the availability, reliability, scalability, and performance of your services-oriented architecture. You loved adding telemetry to your application so that you could investigate how your users interacted with and experienced your application.   If you were an operations engineer, you were the one who was keen on automation, never wanting to do the same manual task twice.

Core Job Responsibilities include:  

  Develop and maintain a vision and strategy for the Service Engineering Organization

  Develop and own the strategy and roadmap for tools to support Service Engineering‘s catalog of Services

  Understand the customer and market to align the Service Engineering organization to successfully achieve the service-wide IT vision and strategy

  Deliver real-time and self-serve experiences across our service portfolio and aligned with Microsoft’s server and cloud platform strategy

  Design Services using Service Oriented Architecture

  Design of effective diagnostics and alerting

  Minimize failures and resulting customer impact through Resilience Modelling Analysis (FMEA for Cloud) and Simulating service outages

  Drive Data-driven analysis of current service behavior to inform service designs, and identify ways that standard data center SKUs can be leveraged.

  Work with Software Engineers to help design approaches to enable “Testing in Production” (Tip) as a strategic alternative to more extensive pre-production testing.

  Understand end to end performance characteristics of services

  Design systems and processes for running enterprise or consumer services at scale, drive cost & operational efficiency

  Deliver one service management solution and experience for change, problem, configuration and incident management

  Review, cost and design optimized designs based on rigorous understanding of costs and returns

  Measure and drive improvement in organizational performance through the identification and implementation of performance metrics.

  Deliver high level design documents addressing the business, infrastructure, security, support and operational needs of a solution

  Provide excellent customer service, leadership and communication to the organization and businesses we support

Skills/Qualifications:

  Minimum 10+ years of current software development/service engineering expertise and a minimum of 5 years leading or managing a high performing Engineering or Service Engineering organization

  Ability to read/write and debug code

  Expertise in a scripting language such as Powershell, Python, or Perl

  Knowledge in OOD and an OOP language such as C# or Java

  Knowledge and familiarity with Open/Enterprise Architecture frameworks

  Knowledge of how the entire service landscape works (Service dependencies) and related technologies

  Service Lifecycle COGS and planning

  Deep familiarity with cloud technology strengths and limitations

  Deep knowledge of building high-performance, highly available, reliable, distributed software & services

  Experience with continuous delivery & configuration management

  Track record of leading technical teams across stages of service development and delivery using agile methods

  Strong problem solving and algorithmic thinking

  Strong ability to deal with ambiguity and identify important problems to solve

  Track record building and coordinating technical/architectural plans to address enterprise service goals and challenges

  Experience automating the delivery and management of private and public cloud infrastructure series at enterprise scale using the Microsoft server and cloud platform or similar technology

  In-depth multi-disciplined knowledge of network services and technologies and how they are evolving. Strong candidates should be knowledgeable of future IT trends in multiple areas such as security, network and system virtualization, WAN routing, datacenter ecosystem, disaster recovery, SAN, and wireless networking.

  Management experience with executive communications, coaching others, driving and delivering results, fostering teamwork, enforcing standards, giving constructive feedback.

  Experience working in virtual team environments across business boundaries to deliver value beyond the scope of your reporting structure, focus on business value to the Microsoft ecosystem of customers, partners, and employees, and be a champion for intellectual property (IP) sharing and reuse.    

  Strong domain knowledge in Human Resources, Finance, Legal and IT preferred.

  A BS in Computer Science or Engineering strongly preferred.

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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