Cloud Support Engineer

Pure IP, a BCM One company, is looking for a Cloud Support Engineers to join our dynamic team where innovation meets expertise. This position will play a pivotal role in the deployment and support of Pure IP's Cloud Services customers. Your focus on technical support and deployment activities will help shape the future of our UC and Collaboration services. Expand your technical capabilities while diving into hands-on configuration of platforms like Microsoft Skype for Business Server, SfB Online, and Teams.

This role will take charge of monitoring ServiceNow support queues, owning incidents and problems, and collaborating with vendors for fault resolution. This role isn't just about troubleshooting; it's about technical ownership of migration and deployment work packages, provisioning new services, and ensuring a secure, highly available solution. If you are passionate about Microsoft O365, possess fundamental knowledge of Active Directory (Azure/On-Prem), and are working towards Microsoft MS700, seize this opportunity to make your mark in a supportive environment where your skills will thrive and contribute to the success of cutting-edge projects.

Work Locations: 

This position will be hybrid based out of our office in Makati City, Philippines.  We are typically in the office 3 days per week with WFH the other 2 days.  This is subject to change based on the demands of the position and company.

Hours:

Shift Schedule: 5:00 AM - 2:00 PM PH time

What You Will Do:

• 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.

What You Will Need:

• 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
  

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, and SkySwitch.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 years we've brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don't offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission "to provide a world-class experience with every human interaction" seriously, which means everything you do makes a difference. And we're committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don't just become part of our growth story, we become part of yours.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries with annual reviews
• Health Insurance (HMO with 1 free dependent)
• Generous Paid time off
• Company retirement plan
• 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.