: 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.
: - 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.
: - 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
: - 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.
: - 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
account contacts, and CSS
employees and managers.
: 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%.
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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