Why SoftwareOne? SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities . Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en The role As an Associate Consultant – Unified communications 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 handled 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. What we need to see from you 3 - 5 years of Experience in maintaining AudioCodes or Ribbons SBC. 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 Should be able to handle first point escalation for all technical and process issues Experience in Handling issues related to Microsoft Teams, and Direct Routing as primary domain. 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 Skype for Business servers, and migrations to Microsoft Teams. Microsoft Teams voice implementation along with hands on experience on SBC configuration. 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 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 Microsoft 365 Certified: Teams Administrator Associate (MS-700) Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate (MS721) AudioCodes ACA and ACP. Job Function Software & Cloud Accommodations SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.