Associate Consultant - Skype for Business/Teams

☞ SoftwareONE

View: 104

Update day: 06-05-2024

Location: Gurgaon Haryana

Category: Telecommunications

Industry: Information Technology

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Job content

Why SoftwareONE?:
SoftwareONE is a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. With an IP and technology-driven services portfolio, it enables companies to holistically develop and implement their commercial, technology and digital transformation strategies. This is achieved by modernizing applications and migrating critical workloads to public clouds, while simultaneously managing and optimizing the related software and cloud assets and licenses. SoftwareONE’s offerings are connected by PyraCloud, its proprietary digital platform, which provides customers with data-driven, actionable intelligence. With around 7,700 employees and sales and service delivery capabilities in 90 countries, SoftwareONE provides around 65,000 business customers with software and cloud solutions from over 7,500 publishers. SoftwareONE’s shares (SWON) are listed on SIX Swiss Exchange.

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.
What we need to see from you:
  • 3 - 6 yrs of Experience into Cloud Support handling Skype for Business and Microsoft Teams as primary domain
  • 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
  • Should be able to handle first point escalation for all technical and process issues
  • Experience in Handling issues related to Microsoft Teams, Skype for Business on-Prem and Hybrid as primary domain.
  • 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 to Microsoft Teams.
  • Microsoft Teams and Skype for Business enterprise voice implementation along with Direct Routing 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
  • University graduate, preferably with an Engineering degree in Electronics and Telecommunications or Information Technology
  • 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
  • Experience working within and ISO/IEC 20000 certified organization
  • ITIL Foundations certification preferred
What you should really know about us.:
Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareONE successful.
Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day. Our culture is unique, and I believe that having the right people, and empowering them to succeed, is the absolute key to our success.
Patrick Winter, Founder.
What we expect from our employees:
Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareONE employees are energized, agile, and are laser-focused on delivering world-class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble, have a very high degree of Integrity, and are simply not interested in politics. Our leaders operate with a high level of Discipline but are able to work at Speed manage change in a global economy.

“SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees. We want every employee to have the greatest experience of their career.”
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Deadline: 20-06-2024

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