Job Title: PFE SQL – Lagos/ Nairobi
Employer: Microsoft Nigeria
Location: Lagos, NG
Job Category: Services & Consulting
Location: Lagos, NG
Job ID: 846365-119553
Division: Server & Tools Business
Location: This position can be assigned to either Microsoft Lagos or Microsoft Nairobi depending on your preference. Travel is fully part of the role and could be as high as 70% or 3-4 days a week for short term missions across WECA. Please note this may vary depending on customer needs
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.
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.
Qualifications:
• 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
Apply to this job (http://www.jobnavy.com/job/22099/pfe-sql-lagos-job-at-microsoft-nigeria/)