Posted on :
10 Jun, 2016
10 Jun, 2016
To provide Onsite Support Services and Incident Prevention Services to Microsoft
Premier Customers. Build very successful relationships with your customer through the delivery of a high-quality technical engagement in a specific technology area. Delivery of an excellent service is essential to promoting the Onsite services as the most customer focused offering available. The engagements may be short-term demand-led or longer term engagements with a dedicated customer.
Team/ Department Mission
The Premier Field Engineering Services organization delivers Rapid Onsite Support Services and Incident Prevention Services to MS Enterprise customers. The PFE engineers help Premier customers during the “operate” and “improve” phase of the MS product usage. The Support Service can be proactive for workshop and SKU service delivery and reactive as well as response on critical situations. Increase service availability for Microsoft’s Enterprise Customers by providing proactive support consulting in a specific product or Technology area.
•Use an adequate technical expertise in troubleshooting to support reactive cases
•Deliver proactive onsite support and knowledge transfer to the customer
•Drive on preventing incidents during your customer visits
•Deliver SKU services and customized workshops.
•Drive high customer satisfaction on GTSC support incidents.
•Maintain deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing technical knowledge.
•Achieve high levels of customer satisfaction.
•Deliver technical workshops, presentations and documents.
•Maintain your accreditations.
•Collaborate with Microsoft teams to deliver a high quality service.
•Work with Microsoft support engineers using knowledge of your customer’s environment to accelerate problem resolution.
•Manage customer expectations and deliver a service in line with contractual obligations.
•Develop and deliver new services to exceed customer expectations.
•Take responsibility for the Microsoft engagement and your own self development.
•Work within Microsoft account teams on strategic customer deployments which may extend outside business hours.
Key Success Criteria
•Achievement of personal and team objectives.
•Customer and account team feedback.
•Ongoing feedback through appraisals
-Regular 1:1s with team manager
-Yearly formal review
-Alignment with Microsoft values.
•Knowledge, Skills and Experience
•Face-to-face customer engagement skills.
•At least 2 years’ experience supporting Enterprise customers with MS SQL Server.
•Experienced in Performance Analysis and Implementation of High Availability Solutions
•In depth understanding of Microsoft Best Practices
•Excellent written, oral and presentation skills.
•Strong English skills.
•Awareness of corporate environments and their business requirements.
•Experience and knowledge on the following is desirable :
oExperience with MS Windows Server 2003 to Windows Server 2012R2
oExperience with MS SQL 2005/2008/2008R2/2012/2014 Server
•Demonstrated aptitude for providing exceptional customer service.
•Strong team participant and involvement in team workload and activities.
•Integrity and honesty.
•Open and respectful with others.
•Willing to take on big challenges.
•Passion for customers, partners and technology.
•Accountable for commitments, results and quality.
•Self-critical, questioning and committed to personal. excellence.
•Confident in Growing the Microsoft Brand.
•MCSE / MCDBA certification or job experience.
•Degree qualification or equivalent experience.
•ITIL/Service Management experience or 3rd level support experience.
Special Requirements/Additional Information e.g. Language skills
•The majority of time will be spent on customer sites.
•Therefore the following requirements are essential :
oFull driving license
oAbility to travel in the EMEA regions
oAt least 4 days per week at customer site.
oAvailability to work outside of business hours when required as agreed on before