2nd Line Support Engineer

We have an excellent opportunity for a 2nd Line Support Engineer to join our team based in St Albans on a full time, permanent basis. The successful candidate will receive a Negotiable Salary.

Modality Systems is an award-winning technical consulting and software development company focused on Microsoft’s Unified Communications technologies – Lync, Skype and Teams. We develop custom software applications and products for a broad range of customers, and have offices in St. Albans, Norwich, Leeds, Germany, Australia and the United States.

We distinguish ‘2nd line’ support as: Incidents typically affecting a single user, technical complexity is typically medium and incidents are usually resolved quickly. As our 2nd Line Support Engineer you will be responsible for resolving incidents and problems, providing advice and guidance, and completing service requests that are escalated to the Modality Service Desk.

The successful 2nd Line Support Engineer will be 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.

2nd Line Support Engineer duties and key responsibilities:

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

- Monitoring of customer environments and initiating actions to resolve issues identified

- System administration

- Server patching

- Commissioning new features

- Liaising with 3rd party vendors where required

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

Our ideal 2nd Line Support Engineer will have the below skills and experience:

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

- Experience with Skype for Business/Lync essential

- 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

- Good interpersonal skills and an ability to communicate effectively

- Strong analytical and troubleshooting skills

- Comfortable with owning and resolving technical issues

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

- 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 throughout the wider company

If you feel you have the skills and experience to become our 2nd Line Support Engineer then please click ‘Apply’ today!