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 demanded or longer term engagements with a dedicated customer.
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 on GTSC support incidents.
Maintain deep knowledge of latest products and configurations of Enterprise Customers by continuously increasing
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.
Candidates must have exceptional customer service, problem solving, and communication skills, and the ability to work in a team environment. Must have sufficient technical depth to communicate with development and other internal organizations at a peer level as well as convey technical concepts to nontechnical individuals. Must possess the ability to work with minimal supervision and operate as a self-contained business unit within the PFE team. Must have the ability to work independently and as part of a team.
The ideal candidate will have a B.E degree or equivalent. The candidate should have 3 to 5 years product support experience or the equivalent in work experience. MCSE, MCTS, or other applicable advanced certification is strongly preferred.
The PFE position requires a long list of technology experience or demonstrated understanding of these technologies. The ideal PFE skill set is grounded in a solid understanding of the Microsoft Windows platform. From this foundation, the PFE position is exposed to many technologies.
Technical Requirements: Must possess superior knowledge and has demonstrated technical proficiency in Microsoft System Center Products, specifically on Configuration Manager 2007/2012 and Operations Manager 2007/2012 and Orchestrator 2012. Areas of knowledge and proficiency should include, but are not limited to, design/architecture, storage capacity planning, performance troubleshooting, and health model and cross platform monitoring.
Secondary expertise in more than one of the following products: Orchestrator 2012/ Opalis, Windows Server or Active Directory.
Candidates must possess current passport or be able to obtain passport within 60 days of hire. This job would require you to travel and at times will require 24x7 availability.