TAM SLGE, Services & Support in Honolulu, HI

CategoryServices & Consulting
LocationHonolulu, HI
DivisionServices & Support
Date AddedDecember 5, 2014
Open Positions1

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 Hawaii 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 4+ 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. A proven understanding of corporate account business needs and knowledge of support industry is required. Current MCSE and previous account management and/or project management experience preferred. The position will require local travel and remote travel to customer sites about 20%.


Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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