Voice Support Engineer, Lync, MS OCS

Voice Support Engineer, Lync, MS OCS, Jabba, 24/7 shift Patten

A leading provider of ICT services and solutions is seeking Voice Support Engineer with strong customer skills and technical knowledge within MS OCS, Lync and Voice infrastructure

The role:

Perform extensive technical diagnostic work on incidents, problems, requests and changes on a 24x7x365 rota
Undertake proactive activities such as routine maintenance, security/vulnerability and update patching, change
impact assessments and root cause analysis of client's infrastructure.

Act as a mediator between other support teams, both internal and external, to bring timely resolutions to a client's

Requests against their infrastructure

Meeting operational OLA's supporting customer SLA's

Making sure all information documented in the CRM system is accurate and up to date at all times

Adherence to Standard Way of Working processes, procedures and policies

Support experience, ideally working in a medium to large enterprise managed service provider environment

Supporting an enterprise voice MS OCS/Lync environment and its associated infrastructure where the full feature set has
been deployed for IM&P, Collaboration, Voice, Video and Mobile.

Experience of supporting an alternative enterprise voice infrastructure (eg Cisco IPT, Jabba, Webex, Avaya etc

Experienced in both desktop and infrastructure support with solid skills in Windows Server 2008/2012, networking and security essentials, Active Directory, DNS and DHCP.

Comprehensive knowledge of networking dependencies, IPT, video conferencing and associated protocols eg SIP

Network monitoring tools (SCOM ideally) and log analysers (Wireshark and Lync Debugging, eg Snooper, tools)

Knowledge of Exchange, SQL and/or other Microsoft technologies

Ideally qualified, or competent, to MCSE/MCITP Communications standard (or other vendor equivalent and willing to retrain/recertify quickly

ITIL best practices, ideally qualified to ITIL V3 Foundation level.

The ideal candidate must be in a position to work 24/7/365

CRM system (eg Remedy, LANDesk, Service Now)

Voice Support Engineer, Lync, MS OCS, Jabba, 24/7 shift Patten