PFE Platforms AD -South Africa Job

Premier Field Engineer - Platform (AD)

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 on GTSC support incidents.

- 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:

- Face-to-face customer engagement skills.

- At least 2 years experience supporting Enterprise customers with.

- Excellent written, oral and presentation skills.

- Strong English

- Awareness of corporate environments and their business requirements

- Experience with MS Windows 2000 and/or 2003 servers

- Understanding of the following technologies is desirable

- MS Cluster services; Terminal services, networking technologies 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 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 :

o Full driving license

o Ability to travel

o At least 4 days per week at customer site.

o Availability to work outside of business hours when required as agreed on before.
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