System Center Support Engineer

The candidate in this contract position will provide technical support regarding System Center Operations Manager to enterprise customers, partners, internal staff and/or others on mission critical issues. S/He will deliver technical support regarding System Center Operations Manager and the surrounding technologies including Networking, Directory Services, and troubleshooting in the database.

A Support Engineer is responsible for providing quality support with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to customers.

RESPONSIBILITIES:

- Represent the client and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft System Center products - primarily Operations Manager.
- As a member of a team, solve technical problems in the enterprise space, involving broad and in-depth product knowledge by using collaboration and receiving mentoring assistance as needed. Frequently, these problems are technically complex, and are politically charged situations as well, requiring the highest level of customer service and technical skills.
- Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
- Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
- Consistently share best practices with team members. Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts.

QUALIFICATIONS:

- Strong experience in Windows 2012 Server and Active Directory
- Familiarity in any System Center Technologies that may include one or more of the following a plus (training provided): Microsoft Operations Manager (MOM), System Center Operations Manager (SCOM) Data Protection Manager (DPM), App-V, Med-V, SCVMM, SMS, SCCM
- Exposure on SQL preferred
- Strong spoken and written English communication skills including technical writing
- Strong troubleshooting and problem solving skills
- Excellent customer service skills and effective learning skills
- Microsoft certifications a plus
- Ability to be professional and pleasant over the phone
- Strong work ethic, enjoys a challenge
- Ability to work as a team