Premier Field Engineer

Job Title: Premier Field Engineer

Job Category: Product Support

Product: Internet Information Server

Date Posted: 08/12/2008

Job Code: 239940

Location: TX - Las Colinas

Travel Required: 51-75%

PREMIER FIELD ENGINEER - Internet Support
LOCATION - Las Colinas, TX

Primary responsibilities include providing on-site technical support solutions for customer service delivery and availability, while ensuring satisfaction with Microsoft software on the Windows 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: 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: Primary responsibilities and knowledge requirements include a thorough understanding of Internet Information Server product architecture. The skill set would also include the ability to work with a variety of technologies (in addition to IIS), ASP, ASP.NET, XML, HTML, DHTML, Data Access methodologies (ODBC, OLEDB etc.,), TCP/IP etc.,. Internet Premier Field Engineers are also required to identify and provide in-depth analysis of logs generated by Debug Diag, ADPLUS, LeakDiag or any other tool that is used to troubleshoot Crashes, Hangs or Memory Leaks involving one of the Inetinfo, DLLHOST, ASPNET_WP or w3wp processes. The role involves performing architectural reviews, troubleshooting stability issues and delivering workshops in addition to offering guidance to developers with respect to web applications.

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. They must be available for travel dispatch 24x7x365.

Education: College degree, preferably in Computer Science, is required. MCSE strongly preferred, but not required at hire; however, must be obtained within 12 months of hire. Will consider related field (or equivalent) experience.

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