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| Premier Field Engineer - SQL |
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Premier Field Engineering (PFE) provides technical leadership for Premier customers around the world to promote health in their IT environments through onsite, remote and dedicated support services. As part of Customer Service and Support (CSS), PFE partners with Commercial Technical Support and Enterprise Services to strengthen the Microsoft Services Field Engineering capability worldwide.
Through trusted advisor relationships and through the optimization and successful implementation of technology, Premier Field Engineers help to increase systems availability, accelerate customer adoption and productive use of Microsoft products, ultimately improving the health of our customers’ environments. PFE work with experienced technical staff to ensure they have the skills to troubleshoot and maintain their solution in line with Microsoft best practices. PFE also provide rapid on site expertise to resolve critical situations as required.
Key Accountabilities
Responsibility/Activity Estimated Annual % of Time*
Business Result: Delivery Provide deep technical skills for proactive and reactive delivery that involve technically complex or politically sensitive situations in large, enterprise-scale environments to ensure the success of Microsoft products. Deal effectively with customers, maintained composure and a highly-professional image in very high-pressure situations leading to enhanced satisfaction with service. 45%
Business Result: Innovation Target proactive Services to customers ensuring that remediation plans/action plans are followed. 5%
Business Result: Operational Precision Follow established support processes and documented escalation guidelines to focus on achieving delivery goals. Manage and prioritize workload while keeping team members and management appropriately informed leading to increased team productivity. Deliver timely and effective response and resolution to customers resulting in a high quality customer and partner experience. 10%
Business Result: Training and Technical Readiness Assist in development of solutions and best practices for key technologies and products supporting technical team readiness. Recognize patterns and resolve problems through informal training and coaching, resulting in increased productivity in issue resolution. Achieve technical readiness for prerelease products in area(s) of support responsibility to facilitate support upon release. Maintain current portfolio of Microsoft certifications and achieved new certifications as they became available. 20%
Leadership Demonstrate the ability to consistently make good, timely decisions in complex situations with uncertainty or pressure. Demonstrate decision characteristics including impact to customer business value where engaged and impact to Microsoft revenue where engaged, to ensure appropriate choices. 5%
Customer / Partner Deliver a high quality customer and partner experience through timely and effective response and resolution to customers’ feedback. 10%
Integration Provide feedback to internal technical specialty groups and representatives on behalf of their assigned customer(s) to ensure that MS Products contain enhanced supportability, interoperability and improved quality. (Such as Bug, Hotfix, CDCR/DCR) 5% |
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Bachelors
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5 years + |
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English : Speak / Write Fluently
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open-ended |
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unspecified |
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EU National |
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Home Counties Reading |
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Experience in the enterprise customer arena
Excellent written, oral and presentation skills
Troubleshooting knowledge & skills
Degree qualification or equivalent experience
Good understanding of ITIL/Service Management
SQL Premier Field Engineers should be experienced in implementing, operating, tuning and troubleshooting enterprise SQL server databases.
- Possesses deep technical expertise in SQL and supporting technologies, specifically:
- Database administration
- Performance Tuning and optimization
- High Availability features and supporting architectures
- Scalability features and supporting architectures
- Strong troubleshooting skills and experience
- Possesses operation knowledge of the following:
- Reporting Services
- Integration Services
- Analysis Services
- Background in Business Intelligence and Data Warehouse architectures
- Accountable for root cause analysis, prevention and knowledge transfer, identifies routine bugs.
- Solves complex technical problems through strong, creative troubleshooting and experience
- Examines possible workarounds and escalates as required.
- Is expected to identify customer opportunities for proactive delivery offerings.
- Is able to identify and share proactive opportunities within customer accounts with the appropriate account team members.
Personal Attributes/Interpersonal Skills
Face to face customer engagement skills
Able to work independently in the field and also as part of a wider team
Strong communication skills
- Oral skills
- Technical Writing skills
- Presentation/Training skills |
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At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We run our business in much the same way, and believe our three core business divisions offer the greatest potential to serve our customers. They are: Platform Products and Services Division: Includes the Client Group, the Server & Tools Group, and the Online Services Group. Business Division: Includes the Information Worker Group, the Microsoft Business Solutions Group, and the Unified Communications Group. Entertainment and Devices Division: Includes the Home & Entertainment Group and the Mobile & Embedded Devices Group
We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers. |
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Microsoft
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