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PFE SQL - Lagos Job at Microsoft Nigeria
« on: Aug 06, 2013, 01:31 PM »
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

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PFE SQL - Lagos Job at Microsoft Nigeria
« on: Aug 06, 2013, 01:31 PM »