PFE SQL at Microsoft Nigeria

Microsoft Nigeria is recruiting to fill the below position of:

Job Title: PFE SQL

Job ID: 846365-119553
Lagos, NG
Job Category: Services & Consulting

Role Purpose

  • 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

  • As part of the Customer Service and Support (CSS) the Premier Filed 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.

Key Accountabilities

  • 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.
  • 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.

Qualifications and Skills

  • 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 :
  • Full driving license
  • Ability to travel in the EMEA regions
  • At least 4 days per week at customer site.
  • Availability to work outside of business hours when required as agreed on before.

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
  • Deep troubleshooting techniques
  • Excellent Administration methods
  • 5+ years’ experience with Microsoft SQL Server (ideally including SQL 2012)
  • Very good knowledge on Windows and Clustering Services.
  • Face-to-face customer engagement skills.
  • Excellent written, oral and presentation skills.
  • Awareness of corporate environments and their business requirements

Personal Attributes

  • 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.

Application Closing Date
18th August, 2013

Method of Application
Interested and qualified candidates should APPLY

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