QualificationsSoftware deploymentTechnical supportCSSAzureWindowsBachelor’s degree
Microsoft 365 focuses on its productivity cloud strategy and enabling secure remote work for its customers, and we believe that diversity enriches our performance and products, the communities where we live and work, and the lives of our employees. Come explore diversity at Microsoft!
The Microsoft 365 FastTrack SME will be helping businesses transition their software and data into the M365 cloud and taking ownership of the process. Using a growth mindset, you will power the customer’s digital transformation through enablement of Microsoft 365 workloads by leveraging the FastTrack Service deployment approach.
In this role you will become the world’s best in your area of expertise. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn and grow.
Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (including Diagnostics)
Planning , Organizing & Executing
Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Engineers or members from other teams outside of Customer Service and Support (CSS).
Handle highly complex, political, financial, executive level cases – as business demands
Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency
proactively resolve potential issues in the future.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
Customer focus, customer value & drive for results
Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
Embody our culture and values
5+ years technical support, technical consulting experience, or information technology experience
OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.
Ability to work in a technical team environment and interact with all levels of management as well as partners and customers with preferred skillsets in one or more of the following:
Windows 10/11 OS and Office 365 ProPlus Deployment
Windows client deployment knowledge using at-scale technologies (Microsoft Endpoint Manager or similar preferred) and related technology, including Group Policy, Mobile Device Management (MDM), Windows as a Service (WaaS), and Azure Information Protection (AIP).
Configuration of client endpoints and endpoint management
Surface Device Deployment
OS, Software, and Patch Deployment
Azure, cloud and Azure Virtual Desktop
Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners.
Collaboration: exceptional collaborator on complex multi-faceted programs across multiple groups with varying priorities.
Proven ability to work virtually.
Communication Skills – Spoken and written English (including technical writing). Demonstrate how to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries. Ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations.
Strong technical leadership and relationship building to create, reinforce, motivate and guide the team, customers, and partners
Additional or Preferred Qualifications
Microsoft Technology Certifications.
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 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.