SK Italian SQL
Italian Microsoft SQL Support Analyst
Dublin South
25000 - 35000
1 - 2 Years
Permanent Full-time
See Description
Stephen Keane
skeane@manpower.ie
Italian Microsoft SQL Support Analyst.
Company
Company: Our client is a fortune 100 Technology company with annual revenues in excess of $88 Billion. They employ 150,000 people in 80 countries and enjoy an unrivalled reputation in the tech industry. Due to increased demand for their services they are looking to expand their 500 strong European Technical team.
Description:
The objective of the Microsoft SQL Expert Analyst is to resolve remote users IT problems by means of a Remote fix. The Microsoft SQL Support Analyst (SQLSA) responds to both internal and external clients needing technical support.
Main Responsibilities:
SQLSAs validate customer entitlements and give high level technical support through information gathering, analytical trouble shooting and problem research.
· Resolves customer issues using the tools and systems available
· Completes follow-on actions as appropriate, e.g. dispatch materials, send communications, escalate problems.
· Retains ownership of each case until problem is resolved or resolution is identified
· Observes strict compliance to licensing, copyright and trademark legislation
· Protects confidential, sensitive information and materials
· Accomplishes other duties as required
Requirements:
· Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
· Capable of being self-managed, be a team player, quality conscious, flexible and be eager to share and acquire knowledge.
· Excellent customer, telephone, oral and written communications skills.
· Analytical troubleshooting skills.
· Positive attitude towards all team members, customers and partners. Encourages outstanding team morale and maintains highest ethical standards.
· Key Performance Indicators:
- Product and process knowledge
- Attendance and punctuality
- Quality of case management and Call handling
- Coach and Support Manager Feedback
- Volume of cases logged and managed
- Customer satisfaction
- Balance Scorecard
- Escalation Rate to Microsoft
Work/business environment:
The SQLSA will be working onsite a world-class provider of customer support through flexibility, hard work and market competitive performance and remuneration. Our customers expect to be served by knowledgeable, courteous, committed, confident and efficient analysts. Employees will be expected to adhere to all policies and standards, maintain proficiency in Computer technology and support and pro-actively inform co-workers. They will receive in return industry leading training and development, a competitive salary, unrivalled career opportunities and world-class facilities.
Technical requirements
- Excellent knowledge of 2 or more operating systems.
- A broad understanding of the structural design of the PC.
- Excellent communication and organizational skills.
- Excellent knowledge in the following:
- Microsoft SQL 2005 Server
· Excellent understating of the Microsoft SQL Server structure
· Proven troubleshooting skills and experience
· Knowledge of the Microsoft SQL diagnostic tools
· Previous experience on Microsoft SQL performances tuning
· Ideally the candidate would have experience in Microsoft SQL
High Availability environment
- Knowledge on one or more of the following technologies would be an advantage
· Internet Information Services (IIS)
· Internet Security and Acceleration Server (ISA)
· MS Access
Experience
Relocation package + Vouchers for Microsoft Examinations + free online training
Languages
Ability to work in a predominantly English speaking environment.
Fluency in Italian