Country:

United States

Cities:

Charlotte, Dallas

Area of expertise:

Infrastructure / Unified Communications

Job Description

FastTrack Engineer 18 month W2 contract

Role Description 

 

As a FastTrack Teams Engineer, your focus is supporting customers and partners deploying Microsoft Teams as they transition from products like Skype for Business, Skype for Business Online, and other technologies. This transition will touch technologies including identity, networking, security, and telephony. You will represent Microsoft in communications via phone, email, and web. As part of the FastTrack Team, you will have the opportunity to work with a high performing team to foster positive customer relationships while effectively managing challenging situations and driving customer success.


Your key business metrics will be to:

Obtain high customer and partner onboarding satisfaction

Drive customer success and adoption of all purchased workloads

Reduce time/cost to onboard

Provide high quality data back to the product teams to help drive service improvement

Reduce reactive support incidents


Responsibilities

Assessing customer environments, networks, and software to identify the actions needed for a smooth and efficient cloud onboarding and migration (where applicable).

Leading with an identity driven security approach based on Microsoft best practices.

Defining and executing a remediation plan together with the customer’s IT staff.

Enablement of the M365 services and delivering governance best practices

Ensuring all migration prerequisites are satisfied in a timely manner to guarantee a successful velocity migration

Identifying and recommending Microsoft value add services to remediate technical blockers or avoid future incidents

Serving as technical advisers and owning the resolution of issues that arise during the onboarding phases.

Maintaining a strong working & technical knowledge of the M365 services, taking ownership for driving service improvements

Cultivating and sharing knowledge proactively with others through communities, solution documents, and social media to drive strong collaboration across the FTC.

Capturing engagement data, customer health, and communicating process and technology improvement feedback.

Representing the Voice of the Customer leveraging current toolsets.


Required Qualifications

At least 2 years of experience in a customer facing or customer support role with troubleshooting and problem-solving experience in a team environment.

Technical experience deploying, administrating, and/or supporting any of the following: Teams, Skype for Business Online, Telephony (Inbound Voice Routing, Call Queues, Number porting),Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Teams, Jabber, Exchange, Zoom, Cisco WebEX or related.

 

Additional Qualifications

Experience in Teams and Skype for Business Online.

Experience and understanding of Session Border Controllers a plus.

Experience with hard phones and room systems a plus.

Implementation and management of Teams and Skype for Business Online.

User Policy Application and usage.

Experience on working with Telephony (Inbound Voice Routing, Call Queues, Number porting) a plus.

Experience with migration between Unified communication environments.

Experience Troubleshooting Skype for Business Online related issues.

Office 365 and related technologies, including core infrastructure, Active Directory, Exchange, SharePoint and Teams.

Previous experience deploying, administrating and/or supporting Enterprise Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Teams, Jabber, Exchange, Zoom, or Cisco WebEX is highly desired but not required.

Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP and Unified Communications.

Advanced skills in troubleshooting, organization, communication, and collaboration.

Strong network and/or VoIP experience with underlying technologies such as Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols and technologies is ideal.

Initiative to develop expertise on new technologies beyond the provided classroom training.

Candidates with strong and lengthy experience in supporting complex, enterprise solutions and networking operating systems (preferably Windows Server, but not limited to) for 3 years or more will be considered even when the above qualifications may not all be present.

Solid understanding of client/server, networking, and Internet technologies fundamentals.

Desired background in VoIP, PSTN converged voice and data IP communications packages, VoIP Hosted PBX, SIP trunks, all-in-one voice and video web conferencing, network monitoring and diagnosis.

Programming and debugging skills are a plus but not required. The ability to read and analyze network traces is ideal.



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About Avanade

Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem. Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers. Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.