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SoftwareONE O365 Cloud Support in SP, Brazil

Job Function

Global Service Delivery Centre Operations

Why SoftwareONE?

Today SoftwareONE is a global leader in software and cloud portfolio management and is modernizing the way organizations budget and optimize their global IT spend from on-premises to the cloud.Our 5,000 technology experts located across 80+ countries work on over a 1,000 Technology Projects globally. We provide customers with the right advice on their Technology Roadmap towards the cloud or optimizing the Business-outcome of a cloud-based landscape. With our PyraCloud platform, applying machine learning, delivering the visibility, insight, automation and control customers demand to maximize their software investments.In tandem, our Software Lifecycle Management (SLM) services provide the methodology and framework to optimize the underlying IT infrastructure, accelerate cloud adoption and minimize compliance risk.With our dynamic leadership and driven business strategy SoftwareONE is one of the fastest growing technology solution providers in the world with elite partnerships with Microsoft, AWS, Adobe, IBM, VMware, Oracle, Citrix, Red Hat, Trend Micro and many more.

The 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.

  • Desire to work in fast-paced, challenging environment

  • Understand that this is a 24x7 environment and a willingness to work across shifts during this time frame

  • Experience in a Service Desk environment is desirable

  • 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.

  • Individual that’s highly motivated and results oriented

  • Excellent communications skills with the ability to manage challenging conversations in a professional manner

  • 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 goal

  • Contribute to the central escalation knowledgebase

What we need to see from you

  • Respond and analyze tickets using your subject matter knowledge of the product or service

  • Experience in 0365 Cloud support

  • Expert use of MS Office Suite

  • MS 900 and SC 900 certifications required

  • ITIL 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

  • Fluent English

#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.”

Location : Name LinkedSoftwareONE, Sao Paulo, Brazil

Posted Date4 months ago(6/9/2021 9:10 AM)

ID 2021-10604

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