Skype for Business Support Engineer

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Modality Systems Ltd one of the largest dedicated Microsoft Skype for Business practices in the world supporting customers in more than 100 countries. Our proposition, which is designed to support a customer through every stage of their journey to advanced collaboration, is underpinned by a highly qualified and well respected team of experts with a wealth of experience.

On June 6th 2016, Modality Systems announced they had been awarded Microsoft Communications Partner of the Year 2016. This award recognises Modality Systems among a global field of top Microsoft partners for demonstrating excellence in innovation and implementation of customer solutions based on Microsoft technology.

Due to continued growth in the business, we are now looking for an experienced 3rd line Support Engineer to join our dedicated support team based at our headquarters in St Albans. Please note, if you’re an established 2nd Line Support Engineer and can demonstrate that you can step up into this 3rd Line Support job role with the right technical capabilities, then please do apply.

Please note, we are an easy walk from the mainline train station and therefore easily commutable from London.

About the position

As a Support Engineer, you will attempt to resolve level 3 technical support requests and will report the status of resolution at regular intervals until the request is fully resolved.

Where the incident is not resolvable by the level 3 support team (where the issue is deemed to be a problem with third party software or hardware), the ticket will be escalated to the appropriate third party for resolution.

This may involve liaison with the following external partner organisations:

- Microsoft

- Techland (for Sonus gateways)

- Zeacom

- Competella

- Altigen

- Actiance

- Audiocodes

- Spectralink

- Pure-IP

The following skills and abilities are essential for the role:

- Good knowledge of the wider Microsoft product stack, especially Windows client and server.

- Excellent knowledge of Microsoft Lync Server 2010 and/or 2013.

- Excellent interpersonal skills and an ability to communicate effectively.

- The ability to create high quality documentation for colleagues and end users alike.

- Mature and presentable.

- Strong organisational and time management skills.

- The applicant should be comfortable owning and swiftly resolving level 3 technical issues for our global client base.

- The ability to work as part of a team across time zones and to share information and lessons learned with the wider technical team at Modality.

- An inquisitive thinker, with attention to detail.

- The ability to mentor level 1 and 2 technical support staff and assisting them as required.

Technical skills in any of the following technology areas would be of significant advantage to the applicant:

- Familiarity working with the ServiceNow call logging system.

- Any of the following technical qualifications:

- Exam 70-336: Core Solution of Microsoft Lync Server 2013

- Exam 70-337: Enterprise Voice & Online Services with Microsoft Lync Server 2013

- Exam 74-338: Lync 2013 Depth Support Engineer - Microsoft

- Exam 70-664 TS: Microsoft Lync Server 2010, Configuring

- Exam 70-665 PRO: Microsoft Lync Server 2010, Administrator

- Exam 70-243: Administering and Deploying System Center Configuration Manager

- Network+ (exam N10-005)

- Installing & Configuring Windows Server 2012 (70-410)

- Administering Windows Server 2012 (70-411)

- Configuring Advanced Windows Server 2012 Services (70-412)

- Sonus multi-service business gateways/session border controllers and tenor gateways.

- Zeacom contact centre.

- Competella Multimedia Attendant/Agent.

- Altigen MaxACD.

- Aspect contact solutions.

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

The successful candidate must have a desire to progress within the company. Modality 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 into training or consultancy, if desired.

Please note, you will be required to work some weekly evening shifts remotely from home (finishing between 23:00 and 00:00), to supplement Modality's US Service Desk. Additional payment for these shifts will be provided

If this sounds like the right career opportunity for you and you are motivated to join a company at the forefront of its field, please apply giving as much supporting information as possible.