SoftwareONE jobs - Associate Consultant

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

• 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
  

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.

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 levels of Discipline but are able to work at Speed manage change in a global economy.