Description :
Purpose: To manage a moderate to complex scope of support issues of an assigned group of Premier Public Sector customers by acting as a technical resource and/or coordinating with other Microsoft groups to assist the customer in their use, support and implementation of Microsoft solutions. Ensure the highest level of customer satisfaction by understanding and identifying the customers computing needs, building and maintaining strong working relationships and managing the account effectively with the virtual account team. Responsibilities: TECHNICAL SUPPORT: - Manage customers technical support requests. Ensure timely resolution of customer issues by referring issues to product specialists or more experienced team members. Ensure Premier customers receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans. - Work with management to manage politically sensitive issues impacting either the customers business or impacting Microsoft's relationship with the customer. TECHNICAL SERVICES: - Act as technical resource to assigned Public Sector accounts, requiring conversational level technical expertise across all Microsoft products and specialized skills in at least one area of technology. Analyze and determine most effective method of problem resolution by utilizing applicable internal resources. ACCOUNT MANAGEMENT: - Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. - Maintain effective working relationships with assigned Public Sector customers. TECHNICAL KNOWLEDGE: - Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery. Achieve and maintain MCSE Certification within six months. OTHER RESPONSIBILITIES: - Share best practices with team members to contribute to enhance the quality and efficiency of customer support. - May participate in individual or team projects to enhance the quality and efficiency of customer support. - Establish effective working relationships with Product Groups by working through appropriate escalation channels. Also establish strong relationships with Microsoft Field Sales, Consulting Services and other internal resources as appropriate. Corporate Support Contacts: This position has frequent contact with Microsoft Public Sector customers, Premier account contacts, and CSS employees and managers. Qualifications Recommended: The ideal candidate will have a four year degree (C.S./E.E. degree preferred) and 2+ years of demonstrated corporate MIS experience or an equivalent combination of education and experience. The candidate must have demonstrated knowledge of programming concepts and technical competence in 2 of the following areas: Microsoft desktop operating systems, networking architecture, Microsoft desktop applications, messaging architecture, and/or database architecture. Candidates must have excellent organization, communication, project management, negotiation and problem solving skills. Proven understanding of corporate account business needs and knowledge of support industry. Current MCSE and previous account management experience preferred. The position will require travel to customer sites about 30-40%. Applicants must be US citizens, and hold or be able to obtain a Top Secret/Sensitive Compartmented Information Clearance and pass both a Counter-Intelligence and Full Scope Polygraph. The successful applicant must be able to start within 30 days of offer acceptance. The ideal candidate will have a four year degree (MIS/CS/EE degree preferred) and demonstrated experience or an equivalent combination of education and experience. The candidate must have demonstrated knowledge of and technical competence in several of the following areas: Microsoft desktop operating systems, networking architecture, Microsoft desktop/server applications, messaging architecture, and/or database architecture. Candidates must have excellent organization and time management skills, effective communication and presentation skills, project management skills, negotiation and influencing skills, and technical problem solving skills. Understanding of corporate business needs, knowledge of support industry, MCSE and previous account management experience preferred. This position also requires a candidate have (or be willing to attain) a TS/SCI+ security clearance.