Associate Consultant - Skype for Business
Gurgaon, India
3d ago

The role

  • 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.)
  • SBC configuration
  • 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
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