ASR Group/Domino Sugar Unified Collaboration Support Analyst in West Palm Beach, Florida

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from farm to table. We are America’s first and only producer of certified organic sugar, grown and harvested in the United States. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations, which helps us reduce our use of fossil fuels. Florida Crystals also sustainably farms rice, sweet corn and other vegetables in rotation with our sugarcane. Our rice mill is the only rice mill in Florida. Our premium, gluten-free and vegan rice is sold through our Florida Table™ brand as well as through private label.

Overview

Support Analyst will be responsible for providing technical and functional guidance for all Skype for Business (SFBO) and Microsoft Teams technologies and capabilities. This includes but is not limited to SFBO, Teams, United Messaging, and VoIP, audio and video conferencing, monitoring and reporting.

The candidate will also be involved in advance troubleshooting of operational issues and the testing of patches to verify that the SFBO and Teams service will remain stable. In addition, the candidate will help set the direction for SFBO and Teams services. They will work with a project team to deploy new functionality, implement services, create standard operating procedures, train lower tier peers and be involved in day to day troubleshooting.

Role / Responsibility

  • Design, implement and maintain call flows for contact centers and IVR/ Auto Attendants.

  • Analyze voice and video calling trends, provide reports and make recommendations for improvements Provide Tier 2 support and escalate Tier 3 issues to partners and providers

  • Lead efforts to maintain enterprise audio and video conferencing hardware

  • Troubleshoot and support conference room equipment

  • Use considerable judgement to determine solution and seek guidance on complex problems.

  • Document processes and maintain user guides

  • Train junior tier teams to enable first touch resolution.

  • Advance knowledge of enterprise telephony (Avaya preferred)

  • Assist with the reduction and maximization of T-1, SIP and POT lines.

  • Driving continuous improvement efforts through proactive service monitoring.

  • Adapts existing methods and procedures to create possible alternative solution to moderately complex problems.

Skills and Qualification

  • 3 years of experience with telephony implementation

  • 3 years of experience in Unified Communications with Microsoft platform (Skype and MS Teams)

  • Previous work experience with Active Directory, TCP/IP, DNS, DHCP, VLANS, Server Administration

  • Audio/Video peripherals (Polycom product and suites)

  • Strong verbal and communications Skills are essential

  • Knowledge of Enterprise Telephony and VoIP

  • Office 365, Exchange

  • Knowledge of Avaya, T-1/E1, POTS lines, DSL, Fiber, and SD-WAN is a plus

  • Experience migrating data from Avaya to MS is a plus

  • ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

  • Communicating Effectively

  • Uses appropriate language, grammar and pronunciation; easy to understand.

  • Tailors method of delivery (i.e. phone call, email, face-to-face) and message to fit the interests and needs of the audience.

  • Practices active listening by asking for clarification/feedback, showing empathy and providing an appropriate response.

  • Demonstrates self-awareness in regards to body language (gestures and eye contact), tone, social cues and cultural sensitivity.

  • Customer Orientation

  • Assists business partners, peers and customers in achieving goals by applying their own skills, knowledge, and perspective.

  • Provides realistic timelines and expectations for customer requests; consistently delivers on commitments.

  • Encourages and fosters open lines of communication with customers; addresses problems or issues with an open mind

  • Establishes and maintains strong customer relationships; collaborates with customers to achieve desired results.

  • Establishes Trust

  • Builds credibility by doing what you say you are going to do.

  • Follows stated policies and practices.

  • Is honest and reliable, can be counted on to honor agreements and commitments.

  • Demonstrates high standards in their behavior regardless of the situation.

  • Judgement and Decision Making

  • Breaks down body of information into organized parts; analyzes relationships, patterns and themes from data; effectively communicates observations, insights and recommendations.

  • Refers to available data, gathers input from others, identifies opinions from facts, considers short and long-term implications of decisions, and analyzes risks of different options.

  • Uses empirical information to make decisions; applies lessons learned from both successful and unsuccessful results from decisions.

  • Develops business rationale based upon empirical information verses conjecture, opinion and/or emotion.

  • Results Orientation / Accountability

  • Identifies and executes the actions needed to achieve results.

  • Takes personal initiative and ownership to rise above challenges to get the desired results.

  • Teamwork and Collaboration

  • Shows enthusiasm toward being a member of the group; works willing with others across the organization to achieve shared objectives.

  • Listens and acts on suggestions made by others. Values diversity of thought.

  • Gains trust and support of others.

  • Adapts approach to different team members and team dynamics.

  • Adaptability / Flexibility

  • Ability to adapt personal, interpersonal or leadership behaviors depending on the situation.

  • Willingness to compromise and adjust to changes in context.

  • Responds resourcefully to new demands and challenges.

  • Work effectively in unclear situations or scenarios.

  • Self-Development

  • Routinely asks for feedback on his or her performance and uses both positive and negative feedback to enhance performance.

  • Spends time learning new information or ideas and applying them effectively.

  • Keeps up to date in their knowledge and skills and learns from both successes and failures.

  • Demonstrates a desire to perform above and beyond the requirements of his or her position (e.g., enthusiastically takes on tasks outside of daily responsibilities to learn and grow).

LOCATION

  • West Palm Beach, FL

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.