Lead Support Analyst

Just down the road from Lake Tahoe, in Reno, Nevada, you'll find Microsoft Licensing, GP headquarters. We handle product licensing agreements, worldwide for Microsoft. This high-impact organization is at the forefront of an industry that's growing at an incredible rate. An industry that represents the future of how software purchases everywhere will transpire. What's more, we've got Microsoft's resources to draw from. It's big. And the ground floor is wide open. Welcome to Microsoft Licensing, GP.We offer unparalleled opportunities and countless resources that encourage you to grow and find your place. There is still no better place than Microsoft to carve out the future of business at the speed of technology.The Microsoft OEM Online support team maintains and supports the applications across Production, Test and Development environments. Work closely with various groups in handling escalation support and participate in key System releases collaborating with Program management and Development teams.Do you want to reach new heights? Do you love challenges? If you have a passion for technology and a desire to work with one of Microsoft Licensing’s premiere support organizations, then Microsoft Licensing OEM Service Support is the place for you. The Original Equipment Manufacturing (OEM) Licensing division plays a strategic role for Microsoft and ensures that our innovative products remain central in the World’s PC and server market. The OEM business generates over one quarter of Microsoft’s total revenue leveraging an application suite built upon the solid core technologies of Windows Server, SQL Server and IIS. We are looking for a motivated Lead Support Analyst to assist us in supporting these systems.As the Lead Support Analyst within the Microsoft Licensing OEM Service Support team, you will provide the necessary steps to assist in solving complex technical problems ensuring 99.9% availability of our internal and external applications. You will work closely with data center operations groups, provide escalation support to the Microsoft OEM Helpdesk, and participate in key System releases collaborating with Program management and Development teams. You will exercise your strengths in customer service, change control, problem management, and troubleshooting for all activities related to the operation of the OEM applications and hardware systems. This opportunity relies heavily on Microsoft SQL and requires strong real world experience and intuitiveness in this key discipline. Microsoft IIS experience to include clustered environments.Responsibilities:
Participate as a team member and lead team members in the implementation and support of systems in a production environment
Participate and ultimately lead implementation on new releases
Participate, and ultimately lead, in project team activities prior to release and contribute to documentation
Identify and track software bug request for prioritization and resolution
Ensuring problems are resolved in a timely manner and tracked/escalated as appropriate
Provide direct customer support within the responsibilities of the team
Provide hands-on training for new analysts
Assist with and present presentation material to team and managers
Proper prioritization of tasks at hand
Coordination of workload and follow through to completionQualifications:
BS/BA in computer science or related field and a minimum of 7- 9 years of related experience - or an equivalent combination of training and related work experience
A strong understanding of Microsoft Products, the Software Development Lifecycle and information systems in general.
Proven SQL Server 2000 experience encompassing DTS Packages, Stored Procedures.
REQUIREMENTS
Some travel required.
Microsoft Licensing, GP is an Equal Opportunity Employer and supports Workforce Diversity.