As an Associate Consultant Cloud Managed Services you will provide 24x7 technical support for issues that involve our Cloud Support customers cloud services.
You will operate under pressure to isolate problems which are directly affecting our customer systems.
Using your experience and sound technical knowledge you will assess issues and provide solutions for problems that cannot be handed by your tier 1 peers.
If an escalation is needed when troubleshooting, you have the support of the Escalation Lead.
You will be working in a fast-paced environment supporting SoftwareONE customers around the world. You will need to keep your skills up-to-date and relevant for the cloud technologies which SoftwareONE offers services for.
You will monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
Your excellent written English skills will be used to develop Knowledge Base Articles and maintain system documentation.
Your spoken English language skills will be used for communication with customers as required; keeping them informed of incident progress, notifying them of updates for Service Requests.
The team which you work in provides support services focused on cloud technologies across Workplace, Data Center and Security.
As a member of this team you will have the opportunity to develop your deep technical knowledge or broaden your skills across the different Practice areas.
General Requirements :
Desire to work in fast-paced, challenging environment
Awareness that this is a 24x7 environment and a willingness to work across shifts during this time frame
Previous experience in a customer support role
Being present and available to clients requiring technical assistance
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Positive attitude, highly motivated and results-oriented
Ability to converse with senior stakeholders
Excellent communication skills with the ability to manage challenging conversations in a professional manner
Methodical approach to troubleshooting
Passion for technology and view cloud technologies as an exciting opportunity
Active listener and effective communicator
Ability to prioritize and demonstrate relentless discipline in achieving goals
Willingness to contribute to the central escalation knowledgebase
Job Specifics & Technical Requirements :
Should be able to handle first point escalation for all technical and process issues
Provide technical subject matter expertise wherever required and ensure proper communication and quick resolution as incident manager
Plan and schedule changes while coordinating with different stakeholders
Perform RCA for Major Incidents
Follow quality / security process defined for the engagement
Perform Trend analysis, identify top few incidents and work with respective teams / individual to minimize the incidents
Take corrective actions based on the customer satisfaction surveys
Work in line with service improvement programs
Exposure to Office Communication Server 2007 / R2, Lync 2010, Lync 2013, Skype for Business, Lync / Skype for Business Online deployments and migrations
Skype for Business enterprise voice implementation
Voice networks and environments including VPNs, Sonus / Audio Codes Voice Gateway configurations
QOS / CAC implementation and support
Call routing and call flows
PABX types and connectivity within customer environment
Integration with Cloud PBX and Microsoft Teams
Microsoft certified IP phone / Vcon deployment and management (Polycom CX / VVX, AudioCodes, etc.)
SIP Protocol detailed knowledge
What we need to see from you
3 - 6 yrs of Experience into Cloud Support handling Skype for Business as primary domain
University graduate, preferably with an Engineering degree in Electronics and Telecommunications or Information Technology
Maintain industry accreditation in Technology Services practice area (Workplace, Data Center or Security)
Previous role within the relevant practice area in a Managed Service capacity
Experience working within and ISO / IEC 20000 certified organization
ITIL Foundations certification preferred