Microsoft Support Consultant

4 months ago

York, United Kingdom Simpson Associates Full time

Knowledge is power, and data brings knowledge.

At Simpson Associates data is in our DNA; and knowing how to leverage it enables us to never miss the mark. Our data and performance management solutions enable us to help organisations understand and resolve some of the most complex and shared challenges.

As a Microsoft Solutions Partner with Designations in Data & AI with an Advanced Specialisation in Analytics on Azure, Infrastructure and Digital & App Innovation we know what we’re talking about We have recently been announced as 2024 Microsoft Partner of the Year for Community Response

We’re also proud to be an IBM Gold partner, specialising in Cognos Analytics, Planning Analytics (TM1) and Information Governance, a Board MIT Premier Partner, and an Information Builders Partner. This ecosystem of technology vendor relationships equips us with a deeper expertise, enabling us to deliver the best solutions.

With offices in York and Sheffield, and a team based throughout the UK – we champion creativity, innovation, and collaboration in the workplace.

The Role

As part of the expansion of our Managed Services business, Simpson Associates has an opportunity for a Microsoft Support Consultant to join our team.

As the key contact for supported customers, the Microsoft Support Consultant performs a critical role on the service desk, not only providing day-to-day support but also shaping the evolution of customers’ solutions and building a meaningful operational partnership. The Microsoft Support Consultant will be a self-motivated individual who is a subject matter expert and able to quickly become knowledgeable on customers’ supported applications, always delivering an excellent level of customer service. You will be able to keep pace with technology developments and complete appropriate certification.

Key Responsibilities
  • Responsible for all supported customers across the technology and providing an excellent level of customer service.
  • Work with a small number of key customers to support and expand the partnership with Simpson Associates, owning the support service delivery for those customers.
  • Confident and capable in handling support calls covering complex and non-routine solutions in a variety of environments. Applying a methodical approach to issue definition and resolution, allowing the best chance of calls closing first time and without introducing new issues or unnecessary risk.
  • Develop and maintain in-depth knowledge of supported customer applications.
  • Proactive in managing support contracts. Working with the customer to identify critical periods, or changes in environment and customer resource. Recognise the importance of and dedicate time to proactive monitoring and maintenance, identifying and managing potential issues prior to them becoming critical.
  • Maintain up-to-date and robust customer documentation to support rapid and effective call handling and minimise single points of failure within the team.
  • Demonstrate a mindset of adding customer value beyond incoming calls, including communicating relevant product upgrades and proactive maintenance.
  • Follow the Simpson's Support Guide for call handling and time recording. Ensuring token-based support contracts are tracked and reports issued to the customer monthly, or otherwise as agreed.
  • Work with the consulting team to ensure smooth handover of projects from the consulting team into support.
Skills and Attributes Required
  • 2+ years’ experience working with Microsoft Data Analytics solutions on-premise and in the cloud.
  • A good breadth of core technologies: T-SQL (Azure SQL Database, Synapse Serverless DB), Data Factory / Synapse Pipelines, SQL Server BI suite (SSIS / SSAS / SSRS), Power BI.
  • Cloud Fundamentals - A solid grasp of Azure's core services, deployment models, networking, and security.
  • Rapidly absorbs complex information and can apply it effectively. Demonstrates ability to consider multiple options and the wider picture, when determining the most appropriate solution.
  • An enthusiastic, positive, 'can do' attitude with the ability to work as part of a team. Confident to help on calls outside your area of expertise.
  • Ability to prioritise and manage time and work to deadlines in an environment where call volumes can be unpredictable.
  • Effective communication skills to both technical and non-technical contacts, with the ability to influence and gain required customer involvement to resolve and close calls timely.
  • Skilled in troubleshooting, preferably with experience of working as a support consultant in an ITIL environment.
Advantageous Qualifications and Skills
  • Additional Skills: Databricks, Python, .NET Framework (C# or VB.NET)
  • IBM Cognos BI or IBM Planning Analytics
  • Azure Fundamentals (AZ-900), Data Fundamentals (DP-900), Azure Data Engineer Associate (DP-203), Power BI Data Analyst Associate (PL-300)
  • ITL4 Foundation
  • Project management experience and certification (Prince 2 Agile or similar)

Successful candidates will be required to complete Security Clearance checks

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