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.
Methodical approach to troubleshooting
You have a passion for technology and see cloud technologies as a challenge
Active listener and effective communicator
Ability to prioritize and demonstrate relentless discipline in achieving goals
Contribute to the central escalation knowledgebase
Respond and analyze tickets using your subject matter knowledge of the product or service
Expert use of MS Office SuiteITIL Foundation Level certified (desirable)
Maintain industry accreditation in Technology Services Practice area (Workplace, Data Center or Security)
It is desirable if you have performed work within the relevant Practice area in a Managed Service capacity previously Understands the implication of change though the implementation of technology to the business
Strong structural work methods, multitasking and time management skills
Good problem-solving skills