Associate Consultant - Skype for Business jobs in Gurgaon at SoftwareONE

The role

As an Associate Consultant â 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