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Summary of Function:
This position is responsible for the implementation, analysis, troubleshooting, support, and resolving customer escalated issues involving data, UC, and server issues in a Cerium deployed or supported network of Microsoft and Lync communication infrastructure.
The ideal candidate must be a self-starter, well organized, a team player, and a problem solver. The position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills.
Job Qualification:
- Candidates must possess at least a bachelor’s degree in computer engineering (COE), Electronics and Communications Engineering (ECE), Computer Science (CS), Information Technology (IT), or a graduate of 4-5 years of technology-related course.
- 5 or more years of related work experience.
- Strong technical expertise in Microsoft technologies, including Windows operating systems, Office 365, Azure services, Active Directory, Exchange Server, SharePoint, MS Teams, Exchange Online, and Skype for Business
- Exposure or understanding in network/server monitoring tools such as SolarWinds, Nectar or equivalent.
- Microsoft Teams, Migrating from Skype for Business to Teams, Coexistence.
- Skype For Business 2015 and Office365 – Instant messaging, Email, Audio/Video Conferencing, federation, mobility, response groups, certificate renewal.
- Cloud based Microsoft Office 365 features “Direct Routing” / “Phone System” / “Calling Plans”
- Relevant certifications such as MS certified Enterprise Administrator Expert, MS Teams Administrator certification or any related MS certification.
- Experience with Azure, Microsoft Hyper-V and VMWare Administration is a plus.
- Administration, support, and maintenance of M365 Admin Center and Teams Admin center
- Customer service skills and experience with Excellent analytical ability and communications skills
- Self-starter, willing to take ownership and work with minimal supervision.
- Strong organizational abilities and a passion for excellence
- Willing to work on hybrid work setup, shifting schedules, holidays, and weekend shifts.
- Willing to be trained and support other technologies or tasks handled by Cerium Networks.
Duties and Responsibilities:
- Provides support for US-based Microsoft business partner supporting the US–based customers
- Technical support on Microsoft solution technologies including but not limited to M365 Services such as Skype for Business, MS Teams, Exchange Online.
- Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions.
- Proactively monitor customer’s Microsoft server by checking the active alarms and applied resolution.
- Collaborate and work together with the vendor support in case the issue appears on their end.
- Focus on rapid identification and resolution of customer issues.
- Answer questions and perform initial triage on problem reports.
- Document each customer interaction using our Microsoft CRM ticket management system
- Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
- Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.
- Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support.
- Provide technical support and troubleshooting assistance to customers for hardware, software and/or applications.
- Partnering to create and update technical documentation.
- Providing onsite installation and other professional services as needed
- Participate in off hours and a rotating on call support schedule associated with a 24x7 support operation.
- Performs other related tasks that may be assigned from time to time.
- Strictly complies with the corporate governance and principles, such as but not limited to Housekeeping, Safety, Environment and Code of Conduct and Discipline
Summary of Function:
This position is responsible for the implementation, analysis, troubleshooting, support, and resolving customer escalated issues involving data, UC, and server issues in a Cerium deployed or supported network of Microsoft and Lync communication infrastructure.
The ideal candidate must be a self-starter, well organized, a team player, and a problem solver. The position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills.
Job Qualification:
- Candidates must possess at least a bachelor’s degree in computer engineering (COE), Electronics and Communications Engineering (ECE), Computer Science (CS), Information Technology (IT), or a graduate of 4-5 years of technology-related course.
- 5 or more years of related work experience.
- Strong technical expertise in Microsoft technologies, including Windows operating systems, Office 365, Azure services, Active Directory, Exchange Server, SharePoint, MS Teams, Exchange Online, and Skype for Business
- Exposure or understanding in network/server monitoring tools such as SolarWinds, Nectar or equivalent.
- Microsoft Teams, Migrating from Skype for Business to Teams, Coexistence.
- Skype For Business 2015 and Office365 – Instant messaging, Email, Audio/Video Conferencing, federation, mobility, response groups, certificate renewal.
- Cloud based Microsoft Office 365 features “Direct Routing” / “Phone System” / “Calling Plans”
- Relevant certifications such as MS certified Enterprise Administrator Expert, MS Teams Administrator certification or any related MS certification.
- Experience with Azure, Microsoft Hyper-V and VMWare Administration is a plus.
- Administration, support, and maintenance of M365 Admin Center and Teams Admin center
- Customer service skills and experience with Excellent analytical ability and communications skills
- Self-starter, willing to take ownership and work with minimal supervision.
- Strong organizational abilities and a passion for excellence
- Willing to work on hybrid work setup, shifting schedules, holidays, and weekend shifts.
- Willing to be trained and support other technologies or tasks handled by Cerium Networks.
Duties and Responsibilities:
- Provides support for US-based Microsoft business partner supporting the US–based customers
- Technical support on Microsoft solution technologies including but not limited to M365 Services such as Skype for Business, MS Teams, Exchange Online.
- Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions.
- Proactively monitor customer’s Microsoft server by checking the active alarms and applied resolution.
- Collaborate and work together with the vendor support in case the issue appears on their end.
- Focus on rapid identification and resolution of customer issues.
- Answer questions and perform initial triage on problem reports.
- Document each customer interaction using our Microsoft CRM ticket management system
- Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
- Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.
- Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support.
- Provide technical support and troubleshooting assistance to customers for hardware, software and/or applications.
- Partnering to create and update technical documentation.
- Providing onsite installation and other professional services as needed
- Participate in off hours and a rotating on call support schedule associated with a 24x7 support operation.
- Performs other related tasks that may be assigned from time to time.
- Strictly complies with the corporate governance and principles, such as but not limited to Housekeeping, Safety, Environment and Code of Conduct and Discipline