• Support Escalation Engineer

    Job Locations DE-BY-München | DE-Heilbronn | RO-Bucharest
    Posted Date 1 month ago(1 month ago)
    # of Openings
  • Overview

    Since 1985, SoftwareONE is known as an international specialist in software portfolio management headquartered in Stans, Switzerland. Globally aligned with a local presence in more than 80 countries, more than 3,000 technology consultants daily help our clients to optimize their software portfolio and to plan, implement and manage their UC strategy.

    We are proud of our mutual success and our growth of the past years. The numerous awards are the best proof of this - our employees are among the best! Let us convince you!


    We are offering:

    • A varied position with challenging and interesting tasks in a fast-growing future market
    • An excellent international working climate with highly motivated, professional and helpful colleagues of different nationalities and generations
    • Flat hierarchies and many opportunities to contribute and implement your ideas
    • Exciting development opportunities
    • An environment that rewards enthusiasm and creates the balance between work and leisure
    • Home Office workplace
    • Needs-based training and coaching


    What`s waiting for you:


    • Support of Unified Communications (UC) and Video Collaboration Systems (VCS)
    • Configuration Support, Troubleshooting, Global Support for Skype for Business / Teams, Voice Gateways and Session Boarder Controller
    • Incident and Service Request processing and solution, as well as documentation in the Ticket Tool
    • Creation of documentation and solution descriptions
    • Interface function to the consulting team, suppliers and network providers
    • Escalation Handling
    • Ensuring knowledge transfer
    • Active participation in internal IT projects


    Skills you should have:

    • Secure handling of Microsoft UC products (such as Skype for Business / Teams, Exchange)
    • Knowledge of networks with Microsoft focus preferable (e.g., AD, ADFS, DHCP, DNS, Cloud)
    • Good knowledge of AudioCodes technologies and solutions (ACP, ACA certification desirable)
    • ITIL knowledge beneficial
    • Ideally project management certification or work experience as project leader
    • High self-motivation, commitment and high team orientation
    • Strong service and service mentality & professional appearance in customer contact
    • Very reliable, structured working and analytical way of thinking
    • Flexibility and mobility
    • Proficient in writing and speaking English


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