[New Job Vacancy] job in Cloud Reach, (Pune, Maharashtra) – Jobs in Pune, Maharashtra

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Job Opening details:-
Company Name :-
Cloud Reach
Position Name :-

Company Location :-
Pune, Maharashtra
Job Category :
 General jobs

Full Job Description :-
Cloudreach is the leading multi-cloud services provider. Our mission is to help companies navigate their unique journeys to the cloud and build new foundations for future growth. We’re a team of multi-cloud natives with certifications across AWS, GCP and Azure. Businesses that work with Cloudreach adopt cutting-edge technologies to solve challenges and create new opportunities. Working exclusively on public cloud, we deliver unrivaled value for more than 1000 enterprise clients globally.
Behind our services are our Cloudreachers.
We pride ourselves on being the go-to destination for curious, talented, and driven people looking for unique work experiences to maximize their potential. We are passionate about asking questions, finding solutions, playing with the latest tools & technology, doing our lives’ work, and having fun along the way. You can learn more about our innovative culture, global workforce, and Cloudy Values on our website.
We’re not content with the status quo. We’re here to do things better, and then do better things.
Purpose of Role
The Service Desk is a key part of our Managed Services offering. The Service Desk SME is the first point of contact for our customers, logging cases for support and helping resolve issues in a timely and professional manner.
Key Accountabilities
Manage and monitor Microsoft 365 services
Troubleshoot and resolve issues with user access to cloud services
Monitor and communicate to stakeholders the performance of the services
Champion the adoption of Office 365 services
Assist with the creation of policies around the proper use of Office 365 services and support
Collaborate with Tier 2 teams for effective resolution of tickets
Log, categorize and prioritize support requests from customers, via self service, email, phone or event management.
Ensure information is recorded accurately to aid fast resolution.
Case Lifecycle – Ensure customer cases are prioritised and resolved within SLA.
Dispatch tickets to the correct resolver group.
Resolve issues using documented guidance.
Maintain a knowledge base to increase first-time resolution.
Patching – follow documented procedures
Customer Satisfaction – Customers requests are responded to promptly and resolved to satisfaction.
First Time Resolution – Seek to improve and increase the number of queries resolved on the first contact.
Ensure Service Level Compliance across operations to help us meet or exceed KPI’s.
Escalation Management – Ensure the issues are escalated on time to resolution
Enhances and develops quality support methods and communication skills through coaching and feedback
Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
Act as mentor to the team members
Create and update knowledge bases and Runbooks
Manage the Request/Incident life-cycle, including closure, verification and customer communication
Highlight any training and education needs
Manage the Request/Incident life-cycle, including closure, verification and customer communication
Detection of possible problems and their assignment to the Problem Management team for them to raise problem records
Skills and Experience
Bachelor’s degree in a technology discipline
Knowledge of Cloud Services and practices and how computer systems relate in a Cloud world. Experience with Cloud is a plus.
ITIL minimum – Understand the core principles of Incident, Change, Problem and Request Fulfillment.
5+ years of experience with Exchange (on premise/online) administration.
2+ years of Office 365 administration experience.
Office 365 or any other Microsoft certifications a plus.
Considerable knowledge of managing Office 365 and other related cloud solutions.
Experience in supporting users of Office 365 globally
Ability to create advanced PowerShell scripts to schedule repeatable Office 365 actions
What are our perks?
Meaningful and impactful work opportunities at a pioneering, cutting edge cloud services provider
People-first mentality. We know that you and your mental health & wellbeing are #1. That’s why we give you an uncapped holiday allowance (+ your birthday off!), employee assistance programs , and resources to support your mental health & wellbeing .
We embrace technologies that unlock agile & flexible ways of working . We respect our people to do their work when and how they work best. Work-life blend is a priority!
Our dynamic work environment enables autonomy while also promoting a sense of belonging to a global community
Opportunity for growth & development . Not only will you work alongside and learn from industry thought leaders, you will also be reimbursed for function-based certifications. We’re multi-cloud and proud!
An inclusive workplace where varying backgrounds, ideas, and points of view are celebrated and the individual is respected, included and empowered to bring their whole self to work
Transparency in business updates & communications. Whether you’re on the senior leadership team or a brand new employee, you’re an integral part of the team and we’ll make sure you know what’s up
Recognition-rich company culture where daily wins are celebrated and individuals living out our values are applauded
We strive to remove barriers, eliminate discrimination and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, disability, marital status, gender identity, race, colour, sexual orientation, religion, military status, veteran status or any other legally-protected characteristic.

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