Senior Microsoft Unified Communications - 2nd/3rd Line Service Desk

LoopUp ,
Cardiff, South Glamorgan
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Job Description

Enablit is a Microsoft Voice & Collaboration Practice, focused on delivering Managed Services for Microsoft Teams & Skype for Business. Working as part of a highly technical and collaborative team, you will be responsible for providing first-class remote support to an array of customers, over multiple product sets ? Primarily Microsoft's Unified Communications Stack. You?ll work in an energetic B2B environment with like-minded ?techies? who take pride in providing excellent customer service and specialist support. The ideal candidate will be experienced in Microsoft Collaboration technologies, Lync 2010/2013, Skype for Business and Microsoft Teams and Office 365. The successful candidate will have an exceptionally strong technical background, be analytical and can demonstrate problem-solving experience. He/she will guide more Junior Service Desk members technically and inter-personally and be the 'go-to' for the team. We are looking for a Service Desk Team Leader of the future who can demonstrate their ability to gain respect in the team and act as the bridge to the leadership of the business. For clarity - we are looking for a player-manager who wants to remain at the coal-face, but also help drive standards within the existing team. Responsibilities: + Identify, diagnose and resolve customer requests within agreed SLA?s + Demonstrate meticulous attention to detail and care towards customers + Be the expert and guide for junior members in the products and services that we provide + Display initiative and capability to research and investigate and assist junior members in these methodologies of self discovery + Ensure documentation and knowledge base articles are created/updated where required + Be the champion for excellence in technical delivery + Occasional out-of-hours work Experience and Personal Attributes Previous desktop / technical support experience essential + The following skills are ESSENTIAL: + MS Windows Server OS (2008R2, 2012, 2012R2 and 2016) + MS Windows Desktop OS (Windows 7 onwards) + Active Directory + DNS, DHCP and Certificates + Networking (LAN, WAN & DMZ + Telephony connectivity (SIP, BRI, PRI, FXS, FXO, etc.) + Microsoft UC stack (Lync, Skype for Business and Teams + Office 365 stack + Microsoft Exams (Windows Server, Skype for Business or Office 365 + Strong, professional communicator who can instill credibility and confidence + Provide escalation point to junior members - but help them to learn, not just to do the work + Initiative, passion to learn and educate those around + Proven ability to work under pressure and with other people + Ability to develop clear and concise documentation + Whilst being a hands-on technical role, the successful candidate must recognise the value that excellence in technical delivery and customer service has on a business + Competitive Salary + Bonus + Potential to be team Leader - as soon as you are ready + We actively encourage people to speak up and advise when things can be done better or more efficiently. We want people to drive our progress and develop in our company. We want people for the long term + We?re young and entrepreneurial and actively want to enjoy our work + Although headquartered in the UK, the option to work abroad at some time is potentially open in the future (US, Australia, Sweden, Spain, France) + We have a structured grading and salary structure. There are no boundaries or timelines on an individual?s growth in our business

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