Job Description

Job Function: Technical Delivery Center- Services 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 UC services. You will operate under pressure to isolate problems which are directly affecting our customer systems.
• The role is focused on the Microsoft collaboration and communication stack. Customer solutions are built on Microsoft 365 and Microsoft Teams.
• 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 Microsoft Collaboration and Communication.
• 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 unified communications technologies within Microsoft 365. As a member of this team you will have the opportunity to develop your deep technical knowledge and broaden your skills across this area.

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 the Modern Workplace practice area
• A previous role within Modern Workplace 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-Premise and Hybrid experience is useful but is secondary.
• 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 is useful.
• Experience of 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
• Microsoft Phone System
• Teams certified IP phone deployment and management (Polycom, AudioCodes, etc.)
• SBC maintenance and troubleshooting
• 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

Preferred Qualifications

• Microsoft 365 Certified: Teams Administrator Associate (MS-700)
• Audiocodes Certified Associate