Monitoring ServiceNow support queues and tickets.
Taking Ownership of incidents and problems for customers.
Hands-on configuration of customer platforms when access has been specifically granted and project, change control, and support activities have been defined.
Platforms include Microsoft Skype for Business Server, SfB Online and Teams.
Provide diagnosis for customer faults by using known troubleshooting techniques and processes to provide fast resolution that consistently meet SLAs.
Working with UC & Collaboration & 3rd party vendors to debug/resolve faults.
Technical Ownership of migration/deployment work packages assigned within UC & Collaboration projects, delivered in line with industry best practices and working with cross-functional colleagues across the company/globe.
Provision, configure, and test new services for customer solutions while following onboarding procedures to ensure a secure and highly available solution from day one.
Take ownership of key customers and products.
Identify & document support procedures for internal knowledge database.
Other duties as required.

Bachelors degree in engineering, computer science or a comparable field.
At least 2 years of technical administration, telecommunications, and Microsoft Voice experience.
5 years of experience will be accepted in lieu of degree.
Administrative experience with Microsoft O365
Fundamental Administrative knowledge of Active Directory (azure/on prem)
Fundamental understanding of telephony administration
Basic knowledge of ITIL incident management
Working towards Microsoft MS700
Excellent written and spoken professional English
Excellent project management skills
Customer service and ticketing admin experience is strongly preferred.

Cloud Support Engineer

Key skills