Support Engineer - Skype for Business

Location: Sydney CBD, New South Wales
Contract Type: Permanent
Specialisation: Technology
Salary: AU$100000.00 - AU$120000.00 per annum + 10% bonus
REF: BBBH223702_1530830654

I am seeking a Support Engineer who has experience with Skype for Business, as it is a key component in delivering great Customer Service as a leading Technical Resource within this fantastic organization. The main emphasis is on taking escalations from other Internal IT Staff, working on tickets in an ITIL environment providing support for several clients who have Skype for Business environments.

The Managed Services Practice provides outsourced day to day IT management to their customers. They deliver Help Desk, Network Monitoring and Management, Server Management, Desktop Management, Skype for Business Application Support and Network-based services to their customers

Key Accountabilities:

Quality Assurance:

  • Initiate ideas/actions and engage all points of contact to drive quality improvements within the team
  • Proactively reviewing clients open jobs and drive initiatives to shift work down to support analysts
  • Work interdepartmentally to establish and maintain best practices for customer management
  • Assist Support Analysts and Service Delivery Managers with procedural and technical questions in an open and constructive manner
  • Document work instructions to maintain consistent work practices
  • Direct and advise technical staff with particular emphasis on change controls, quality assurance, problem solving, system testing and documentation
  • Maintain customer relationships & provide technical leadership
  • Ensure delivery of projects within time, budget and scope constrains
  • Assist presales & proposal development
  • Gap Reporting and As built Documentation review for onboarding & transition

Technical Function:

  • Facilitate the escalation process both internally and externally
  • Maintain a detailed understanding of allocated clients
  • Remain current on technology specific skills and capabilities and general trends in related technologies

Position Specification of Support Engineer:

Knowledge and Skills

  • Support and Deployment of Unified Communications solutions with a primary focus on Microsoft Skype for Business
  • Lync Server administration certification
  • Understanding of networking principals
  • Extensive experience in a Service desk environment providing support using a call management system
  • Expert level knowledge of PSTN, SIP and IP telephony
  • Strong level knowledge in Sonus (formerly NET) SBC x000 gateways or the equivalent from another vendor
  • Strong knowledge of Active Directory and supporting infrastructure
  • Knowledge of at least two of the following:
    • Citrix XenApp and/or XenDesktop
    • Microsoft Exchange
    • Systems Management such as SCCM or SCOM
    • Data Networking, certificate services and other core infrastructure
  • Technical certifications such as MCP, MCITP, CCA, CCIA, CCNP

Experience

  • Minimum 2+ years as a Support Engineer in a large organisation
  • Experience working for a Managed Service Provider will be viewed favourably
  • Production deployment experience of Microsoft Lync including Enterprise Voice (Skype for Business)
  • Technical leadership

Abilities

  • The ability to work well in a team
  • A proactive approach to managing IT
  • A strong focus on customer service
  • A genuine interest in resolving IT issues with users at all levels of the organisation
  • An excellent work ethic that will inspire confidence in management
  • The discipline to work with minimal supervision
  • Strong verbal and written communication skills

This is a fantastic opportunity with a leading MSP, if you have the right experience and looking for an exciting new challenge then please apply now or contact Andrew Harrison on 02 9248 6215.