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 migrate critical workloads on public clouds, while simultaneously managing and optimizing the related software and cloud assets and licensing. Here at SoftwareONE, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box, and we can’t wait to hear your new ideas., and although all businesses say it, we truly believe in work – life harmony. Our people are our greatest asset, and we’ll go the extra mile to ensure you’re happy here. We want our people to be their true authentic selves at all times, because that’s when real creativity happens. The role As a Level 3 Consultant – Cloud Managed Services you will provide support and work within a team which provides 24×7 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. The Role requires in-depth experience of AudioCodes technology design and support. Using your experience and sound technical knowledge you will assess issues and provide solutions for problems that cannot be handed by your tier 1 & 2 peers. As the technical consultant you are expected to drive issues through to resolution in a timely fashion. You will act as a technical mentor in the UC domain for level 1 & 2 agents. You will be expected to work directly with the customers on L2, L3 issues and drive them to resolution. You will be working in a fast-paced environment supporting SoftwareONE customers around the world. You will be expected to, supported and encouraged to keep your skills up to date for Microsoft Collaboration and Communication technologies and in the Modern Workplace practice area. The team which you work in provides support services focused on unified communications voice 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. 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 & review 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. Plan and schedule changes while coordinating with different stakeholders. Perform RCA for Major Incidents Follow quality / security process defined for the engagement. Provide technical subject matter expertise wherever required and ensure proper communication and quick resolution as incident manager. Take corrective actions based on the customer satisfaction surveys. Work in line with service improvement programs What we need to see from you Your experience Minimum of 6 years of experience delivering complex Unified Communication solutions, preferably with a systems integrator or as part of a professional services organization Demonstrable experience of working within Large enterprise environments subject to change control as per ITIL best practice You have Expert level skills, exceptional technical know-how, responsible for setting organizational strategy in this area. Seen as a thought leader, able to review external/industry trends and applying this best practice in the organization for the following areas: Design, Deployment and configuration of AudioCodes SBCs (virtual and physical) in Microsoft Direct routing architectures Teams Workloads (Exchange Online, SharePoint, OneDrive) deployments and migrations Implementation and support of certified Teams Phones Troubleshooting the Teams client Migrations from On premise Skype for Business to Teams Teams tenant design & configuration for resilient direct routing implementations SIP trunking implementation with a Telco Quality of Service and Voice Networking Microsoft Core Infrastructure: Certificates, DNS, AD, AAD. Networking : Wireshark, SBC Log analysis (Syslogviewer, LX) You have Advanced Level skills, extensive experience and knowledge in this area, applying it independently to new and complex situations. Can provide guidance to others on: Skype for Business on premise technologies Support of a Teams Room System Voice networks and environments including VPNs, Ribbon Gateway configurations and fax integrations. You are Experienced in: Closing out escalations for all technical and process issues Handling complex issues related to Microsoft Teams. Skype for Business on-Premise and Hybrid solutions. Performing Trend analysis, identify top few incidents and work with respective teams/ individual to minimize the incidents. Preferred Qualifications: AudioCodes ACA and ACP Microsoft MS-700, MS-720, MS-740 Microsoft Enterprise Administrator Expert Ideally experience in a previous role within Modern Workplace in a Managed Service capacity University graduate, preferably with an Engineering degree in Electronics and Telecommunications or Information Technology Experience working within and ISO/IEC 20000 certified organization. ITIL Foundations certification Your Personality Our Core Values fit your value system. Understands the customer. Passion for delivering excellence on projects. Works collaboratively Willingness to contribute to the central escalation knowledgebase. Adaptable to embrace change. Takes initiative. Methodical approach to troubleshooting Active listener and effective communicator Ability to prioritize and demonstrate relentless discipline in achieving goals. Job Function Software & Cloud Services
Your experience Minimum of 6 years of experience delivering complex Unified Communication solutions, preferably with a systems integrator or as part of a professional services organization Demonstrable experience of working within Large enterprise environments subject to change control as per ITIL best practice You have Expert level skills, exceptional technical know-how, responsible for setting organizational strategy in this area. Seen as a thought leader, able to review external/industry trends and applying this best practice in the organization for the following areas: Design, Deployment and configuration of AudioCodes SBCs (virtual and physical) in Microsoft Direct routing architectures Teams Workloads (Exchange Online, SharePoint, OneDrive) deployments and migrations Implementation and support of certified Teams Phones Troubleshooting the Teams client Migrations from On premise Skype for Business to Teams Teams tenant design & configuration for resilient direct routing implementations SIP trunking implementation with a Telco Quality of Service and Voice Networking Microsoft Core Infrastructure: Certificates, DNS, AD, AAD. Networking : Wireshark, SBC Log analysis (Syslogviewer, LX) You have Advanced Level skills, extensive experience and knowledge in this area, applying it independently to new and complex situations. Can provide guidance to others on: Skype for Business on premise technologies Support of a Teams Room System Voice networks and environments including VPNs, Ribbon Gateway configurations and fax integrations. You are Experienced in: Closing out escalations for all technical and process issues Handling complex issues related to Microsoft Teams. Skype for Business on-Premise and Hybrid solutions. Performing Trend analysis, identify top few incidents and work with respective teams/ individual to minimize the incidents. Preferred Qualifications: AudioCodes ACA and ACP Microsoft MS-700, MS-720, MS-740 Microsoft Enterprise Administrator Expert Ideally experience in a previous role within Modern Workplace in a Managed Service capacity University graduate, preferably with an Engineering degree in Electronics and Telecommunications or Information Technology Experience working within and ISO/IEC 20000 certified organization. ITIL Foundations certification Your Personality Our Core Values fit your value system. Understands the customer. Passion for delivering excellence on projects. Works collaboratively Willingness to contribute to the central escalation knowledgebase. Adaptable to embrace change. Takes initiative. Methodical approach to troubleshooting Active listener and effective communicator Ability to prioritize and demonstrate relentless discipline in achieving goals.
As a Level 3 Consultant – Cloud Managed Services you will provide support and work within a team which provides 24×7 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. The Role requires in-depth experience of AudioCodes technology design and support. Using your experience and sound technical knowledge you will assess issues and provide solutions for problems that cannot be handed by your tier 1 & 2 peers. As the technical consultant you are expected to drive issues through to resolution in a timely fashion. You will act as a technical mentor in the UC domain for level 1 & 2 agents. You will be expected to work directly with the customers on L2, L3 issues and drive them to resolution. You will be working in a fast-paced environment supporting SoftwareONE customers around the world. You will be expected to, supported and encouraged to keep your skills up to date for Microsoft Collaboration and Communication technologies and in the Modern Workplace practice area. The team which you work in provides support services focused on unified communications voice 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. 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 & review 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. Plan and schedule changes while coordinating with different stakeholders. Perform RCA for Major Incidents Follow quality / security process defined for the engagement. Provide technical subject matter expertise wherever required and ensure proper communication and quick resolution as incident manager. Take corrective actions based on the customer satisfaction surveys. Work in line with service improvement programs
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