Role Purpose
\nTo provide Onsite Support Services and Incident Prevention Services to Microsoft
\nPremier 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.<\/p>\n
Team\/ Department Mission
\nThe 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 \u201coperate\u201d and \u201cimprove\u201d 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\u2019s Enterprise Customers by providing proactive support consulting in a specific product or Technology area.<\/p>\n
Key Accountabilities
\n\u2022Use an adequate technical expertise in troubleshooting to support reactive cases
\n\u2022Deliver proactive onsite support and knowledge transfer to the customer
\n\u2022Drive on preventing incidents during your customer visits
\n\u2022Deliver SKU services and customized workshops.
\n\u2022Drive high customer satisfaction on GTSC support incidents.
\n\u2022Maintain deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing technical knowledge.
\n\u2022Achieve high levels of customer satisfaction.
\n\u2022Deliver technical workshops, presentations and documents.
\n\u2022Maintain your accreditations.
\n\u2022Collaborate with Microsoft teams to deliver a high quality service.
\n\u2022Work with Microsoft support engineers using knowledge of your customer\u2019s environment to accelerate problem resolution.
\n\u2022Manage customer expectations and deliver a service in line with contractual obligations.
\n\u2022Develop and deliver new services to exceed customer expectations.
\n\u2022Take responsibility for the Microsoft engagement and your own self development.
\n\u2022Work within Microsoft account teams on strategic customer deployments which may extend outside business hours.<\/p>\n
Key Success Criteria
\n\u2022Achievement of personal and team objectives.
\n\u2022Customer and account team feedback.
\n\u2022Ongoing feedback through appraisals
\n-Regular 1:1s with team manager
\n-Yearly formal review
\n-Alignment with Microsoft values.<\/p>\n
\u2022Knowledge, Skills and Experience
\n\u2022Face-to-face customer engagement skills.
\n\u2022At least 2 years\u2019 experience supporting Enterprise customers with MS SQL Server.
\n\u2022Experienced in Performance Analysis and Implementation of High Availability Solutions
\n\u2022In depth understanding of Microsoft Best Practices
\n\u2022Excellent written, oral and presentation skills.
\n\u2022Strong English skills.
\n\u2022Awareness of corporate environments and their business requirements.
\n\u2022Experience and knowledge on the following is desirable :
\noExperience with MS Windows Server 2003 to Windows Server 2012R2
\noExperience with MS SQL 2005\/2008\/2008R2\/2012\/2014 Server<\/p>\n
\u2022Personal Attributes
\n\u2022Demonstrated aptitude for providing exceptional customer service.
\n\u2022Strong team participant and involvement in team workload and activities.
\n\u2022Integrity and honesty.
\n\u2022Open and respectful with others.
\n\u2022Willing to take on big challenges.
\n\u2022Passion for customers, partners and technology.
\n\u2022Accountable for commitments, results and quality.
\n\u2022Self-critical, questioning and committed to personal. excellence.
\n\u2022Confident in Growing the Microsoft Brand.<\/p>\n
\u2022Qualifications
\n\u2022MCSE \/ MCDBA certification or job experience.
\n\u2022Degree qualification or equivalent experience.
\n\u2022ITIL\/Service Management experience or 3rd level support experience.<\/p>\n
Special Requirements\/Additional Information e.g. Language skills
\n\u2022The majority of time will be spent on customer sites.
\n\u2022Therefore the following requirements are essential :
\noFull driving license
\noAbility to travel in the EMEA regions
\noAt least 4 days per week at customer site.
\noAvailability to work outside of business hours when required as agreed on before<\/p>\n","protected":false},"excerpt":{"rendered":"
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