Support Engineer Unified Communications

Job Function: Software & Cloud Services The role:Join our Services Delivery team We look forward to learning more about you and exploring how, working together, we can build an exceptional team.**Support Engineer Unified Communications - Skype for Business**Full Time | Location: Guadalajara or Mexico City | Hybrid Model**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.In this Senior Level role you will have a major impact in supporting and delivering on the Unifield Communication Services for our large and enterprise client environments, with a special focus on Teams and Enterprise Voice Solutions.You have a few years of relevant experience in Systems Engineering in the field of Unified Communication (UC), especially with Skype for Business and Teams.You will be accountable for:- Support of Unified Communications (UC) and Video Collaboration Systems (VCS)- Provide Configuration Support, Troubleshooting, Support for Skype for Business / Teams, Voice Gateways and Session Boarder Controllers for our Global Customers.- Incident and Service Request processing and solution, as well as documentation in the Ticket Tool (e.g. ServiceNOW, Zendesk, JIRA, Confluence, etc..)- Creation of documentation and solution descriptions- Interfacing/Working directly with the consulting team, suppliers and network providers.- Escalation Handling- Ensuring knowledge transfer- Active participation in internal IT projects- Support and Maintain customers Teams and Skype for Business Environments (Chat, Media, Voice, and Video Capabilities).- Make recommendations for training documentation; produce and maintain approved documentation- Conduct analysis to capability gaps and deficiencies- Identify training approach to address capability gaps and deficiencies. Provide informal training assets to assist end users in understanding how Enterprise Voice and Microsoft Teams can be applied to enhance operations- Change Management Knowledge and Skills (preferred).- Plan, document, coordinate, and implement technical training activities- ** Other duties as assigned**What we need to see from you:**We would expect you to have as mandatory**:Experience in leading people and operating in complex environments with multiple stakeholders.- Overall 3 to 5 years of experience in Unified Communications Support roles.- Master or bachelor in IT or a related field is a plus.- At least 3-5 years relevant experience is required for this role- Audio Codes Associate Training required, Audio Codes Professional Certification is an advantage.- Distinct interest in Modern Workplace IT solutions and services- Analytical, process oriented, and efficiency-driven proffesional with an individual contributor mindset.- Open, communicative and motivated personality with fast intellectual grasp who is looking forward to work in an international environment**Technical desired skills**:- A firm understanding of Microsoft UC Products (Skype for Business/Teams).- A firm understanding of Video Conferencing solutions and Video Interoperability (Webex, Zoom, Google Meet, Teams, Bluejeans, etc..).- Strong Networking Knowledge (DHCP, DNS, VPN, Routing and Switch, etc..).- Strong Knowledge of Microsoft Authentication Services (AD, ADFS, Intune, SSO, etc..).- Good knowledge of AudioCodes technologies and solutions (ACA, ACP certification desirable).- Proficient in writing and speaking English, any other language considered an advantage- ITIL Knowledge.**Desired skills**:- 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- Highly developed Soft Skills- Very reliable, structured working and analytical way of thinking- Flexibility and mobility_________________________________________________________________**Why should you join our team?**- Employee Recognitions Programs- A variety of training and development opportunities- A work-life balance- Vacations- Employee Referral Bonus Program- Multicultural team interaction- Giving back to society- employee initiatives- ONE TREE PLANTED -> one tree for each hiring globally- Corporate events/ team buildings_________________________________________________________________Why SoftwareOne?: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