Microsoft Nigeria is recruiting to fill the below position of:
Job Title: PFE SQL
Job ID: 846365-119553
Location: 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
