Associate O365 Cloud Support
San José, CR
hace 17 horas

Why SoftwareONE? For over 30 years SoftwareONE has been the foundation for organizations around the world for their technology solutions.

With changes in the market from on-premises to cloud we have always been one step ahead. Underpinning our transitions and evolutions are our seven core values which we expect from all our current employees and look for in our future colleagues.

The global nature of our organization allows us to adapt and commit to these values unique to the culture and business needs of each location.

The role Full-time, Permanent, and completely remote role. As an Associate Cloud Managed Services you will provide 24x7 technical support for issues that involve our Cloud Managed Services customers cloud services.

You will operate under pressure to isolate problems which are directly affecting our customer systems. Using your experience, technical knowledge and SoftwareONE provided Knowledge Base Articles you will identify a customer’s needs and resolve Incidents or Service Requests.

If an escalation is needed when troubleshooting, you have the support of your tier 2 peers. 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 language skills will be used to communicate with customers through email and the IT Service Management tool.

Your excellent spoken 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 We offer a variety of training and development and English programs opportunities 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 knowledgbased What we need to see from you Should be able to handle all technical and process issues as first line of defense Follow process guidelines while interacting with customer and handling technical issues Follow quality / security process defined for the engagement Take corrective actions based on the customer satisfaction surveys Work in line with service improvement programs Monitoring and resolving Incidents and Service Requests based on Priority and SLA Ability to identify and resolve problems affecting messaging systems performance, efficiency, and availability in a timely manner User migration from Exchange on-premise to Exchange Online Creation and deletion of user and shared mailboxes and troubleshooting various mailbox related issues reported by end users Email license management, mail group / DL management Mail flow issues Exchange hybrid scenarios Monitoring Mail gateway and clearing junk emails queue and blocking and releasing emails at gateway Active Directory User and Group Attributes Administration of active directory , synchronization services , domain user management Knowledge of Messaging and Directory Services Mandatory certifications : (N10-007 (CompTIA Network +) / SK0-005 (CompTIA Server +) / MS-900 Exposure to Yammer, OneDrive, Project Online, and certification (70-346 / 347) will be an advantage Other Requirements : 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 #LI-TB1 What you should really know about us.

    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. What we expect from our employees 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.

    SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees.

    We want every employee to have the greatest experience of their career. Job Function Technical Delivery Center- Services

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