Senior Support Engineer (4th Line) Skype4Business / MS Lync

Wilde Associates
St Albans
10 Mar 2018
14 Mar 2018
Contract Type
Full Time

Job Title: Senior Support Engineer (4th Line) Skype4Business / MS Lync

Location: St Albans, Hertfordshire

Salary: £40,000 to £55,000 depending on experience + excellent benefits (see below) and career progression

Job Type: Permanent

Job Reference: PH9440

MUST have experience of supporting 3rd Line Skype for Business/Microsoft Lync issues as a minimum

You need to be borderline Consultants, i.e. the current 4th Line team is more advanced than a lot of equivalents in other SfB specialist employers.

Team setup:

You will be part of a 2 person, Level 4 team, wider team of Level 3 and Level 2 Support Engineers. You will report to the Head of Service Operations for the UK.

My client is actively looking to hire a Tier 4 Support Engineer into their Managed Services team based in St Albans.

Summary of Responsibilities

  • Assisting in the monitoring, troubleshooting and supporting of customer Lync environments including, but not limited to Lync endpoints, SBCs, and Hardware Load Balancers.
  • Point of contact for client support request delivered via the ServiceNow ticketing system, driving resolution in accordance with well-established policies and procedures.
  • Provide remote and onsite technical support when needed.
  • When required you will also participate in project activity and change execution within the client environment.
  • Deploy patches/maintain Lync solutions in multiple customer networks / environments as well as supporting the architecture and integration of messaging solutions.
  • Act as liaison for escalations to 3rd party vendors.
  • You will also research and document major incidents and problems, developing complete documentation impact and RCA’s.


Applicants should have experience of working within an environment where Lync/Skype for Business is fully deployed and used as the primary telephony platform within the organisation. You will need experience of working with the following technologies;

  • OCS, Lync 2010 and/or Lync 2013
  • Microsoft Exchange Server
  • Windows Server 2008, 2008R2, 2012, 2012R2
  • Active Directory Management

Experience with and troubleshooting knowledge of:

  • Call Flow including PSTN and SIP
  • Network troubleshooting- Basic connectivity testing and firewall knowledge
  • Active Directory - Troubleshoot Domain Controllers, replication and some user accounts.

Certifications in MCSE are desirable, however my client will support you to achieve this within your first year of employment.


  • 25 days holiday
  • Private pension
  • Cycle to work scheme
  • Childcare vouchers
  • Dental insurance
  • Employee discount scheme
  • Private healthcare & life assurance
  • Income protection
  • Training and development
  • Free parking
  • Free fruit and snacks

Wilde Associates is working in the capacity of an Employment Agency in respect of this role

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