Associate Consultant - Skype For Business

Experience : 0 to 3 Years
Location : Gurgaon
Job Role : HR
Posted on 15 Oct 20
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Job DescriptionLast Date 14 Dec 20
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
    • Associate Consultant - Skype For Business
    • Experience : 0 to 3
    • Job Type : Full Time
    • Interview Type : Face to Face Interview

  • Job Type : Full Time
    Interview Type : Face to Face Interview
    Company Description
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