Description :
*** We are a direct consultant to Microsoft Federal Services and are actively hiring for this team. *** Responsibilities: Deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Utilize knowledge of the customer environment to drive issues to resolution. Develop and maintain a source for customer information to facilitate better support. Manage escalations and sub-cases to ensure timely and high quality resolution of all issues. Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments. Develop a relationship with technical directors or lead architects for the technology you support resulting in more participation in planning and improved satisfaction in support. Partner with the Technical Account Manager and the V-Team to effectively manage hot-sites including documented action plans and daily status updates for the customer and Microsoft management. Develop a strong working relationship with MCS and V-Team field staff at your accounts that results in increased cooperation and mutual support in achieving each other's goals. Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems. Participate in Early Assist for key products in order to maintain product knowledge and ensure delivery of high quality support to Alliance customers. Develop and deliver environment specific training to your customers. Assist with delivery of supportability reviews for your customers and conduct Risk Assessment Programs for Windows. Write technical articles for the Knowledge Base and white papers. Contacts: This position has frequent contact with Microsoft DSE Customers, TAM's, Consulting, Product Sales, developers, program managers, support engineers, managers, and other support vendors. Minimum Requirements: This person will be responsible for delivering Windows/AD technical support and optimization for Microsoft Enterprise customers. The ideal candidate should have at least 4 years experience with several MSFT Enterprise products. This candidate should possess a strong knowledge of Windows operating systems from Windows NT through Windows 2008. The position requires generalist knowledge in all aspects of the Windows operating system with deep knowledge in the following areas: Active Directory, Directory Services, Cluster, Performance, TS, Security (Cert, IPSec, PKI) NAP, and File/Print. It is expected that the candidate will further show evidence of the ability to acquire knowledge from a variety of sources regarding related Microsoft technologies. The candidate will be expected to demonstrate and give examples of forward-thinking and strategic experiences while working in both a reactive and proactive technical mode. The candidate will be expected to demonstrate and give examples of their ability to function and contribute to a team-oriented environment. Excellence in written case documentation is expected, and past cases will be reviewed. (Supplemental documentation may be requested) Candidate must be able to complete a US Federal Government background check. Excellence in written case documentation is expected, and past cases will be reviewed. Qualifications: 4 year technical degree or equivalent work experience, plus 3-5 years experience in technical support to MIS in an Enterprise environment. Demonstrated technical competence. Current Windows MCSE preferred. MCSE required within 6 months of joining the team. Candidate must possess the ability to effectively communicate with customer managers and executives on technical and business issues. Strong organization, time management, project management and negotiation skills. Candidate must have a US Federal background check minimum. The position will be based out of Vally Forge, PA and will require daily visits on-site with customers throughout the SSA or HHS. Knowledge of Microsoft Customer Support Service (CSS) is a plus.TS/SCI+CI Poly required.