2nd Line Support - Skype for Business OR MS Lync & MS product st

An exciting opportunity exists for a candidate who is keen to secure their next Engineer / Support role in this company that offers a fantastic salary package and career progression opportunities.

We are seeking candidates with the following experience - these are ESSENTIAL to the role requirement:

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  Microsoft (MS) experience (i.e. experience of supporting MS Skype for Business OR MS Lync


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  Good knowledge of the MS Product stack (especially Windows client and server)


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The role

You will be responsible for resolving incidents and problems, providing advice and guidance, and completing service requests that are escalated to the Service Desk. These 'tickets’ are escalated directly from a client’s own in-house Service Desk and are raised in my clients’ Service Management tool.

2nd Line Support Engineers are expected to triage then attempt to resolve level 2 support requests and report to the customer in house Service Desk the status of incident/service request at regular intervals until the request is fully resolved.

Where the support request is not resolvable by 2nd line Engineers, the ticket will be escalated to 3rd line Support Engineers for assistance or for resolution.

Key Responsibilities:

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  Triaging, prioritising, categorising and progressing incidents and requests from customers that are raised with the Service Desk


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  Monitoring of customer environments and initiating actions to resolve issues identified


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  System administration


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  Server patching


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  Commissioning new features


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  Liaising with 3rd party vendors where required


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  Documentation of resolutions and root causes into the Modality Service Desk knowledge base


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In addition to the essentials above - Technical skills in any of the following technology areas would be a significant advantage:

• 
  ServiceNow service management system


• 
  Skype for Business Online administration through Microsoft Office365


• 
  Networking knowledge


• 
  Sonus session border controllers (SBCs)


• 
  EICC contact centre


• 
  Verba Collaboration Recording solutions


• 
  A working knowledge of ITIL standards and practices, including incident management


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Person Spec

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  Good interpersonal skills and an ability to communicate effectively


• 
  Strong analytical and troubleshooting skills


• 
  Mature and presentable


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  Strong organisational and time management skills


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  Comfortable with owning and resolving technical issues


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  Ability to work as part of a team across time zones and to share information and lessons learned with the wider technical team


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  A desire to progress within the company. Our client encourages and supports personal development (technical and 'soft skills’) and has a clear progression plan for support individuals who wish to move up through the various support levels and throughout the wider company

Job Title: Skype for Business Support Engineer (2nd Line)

Location: St Albans, Hertfordshire - 10 minutes’ walk from St Alban’s City Station

Salary: £25,000 to £35,000 DOE + 25 days holiday, Private pension, Cycle to work scheme, Childcare vouchers, Dental insurance, Employee discount scheme, Private healthcare & life assurance, Income protection, Training and development, Free parking, Free fruit and snacks

Job Type: Permanent

Job Reference: PH9425

Wilde Associates is working in the capacity of an Employment Agency in respect of this role