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Associate Consultant- Technology Services (Skype for Business)

Associate Consultant- Technology Services (Skype for Business)

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The Level II Service Engineer is the escalation support for customer IT environments relating to Microsoft Skype for Business. While providing the highest level of customer service, the Service Engineer will resolve Incidents through the Service Management system.


The Service Engineer will be responsible to use the Knowledge Base Management tool along with their expertise to resolve escalated Incidents in a timely fashion.


The Service Engineer escalates unresolved problem/issues/requests to the vendor support team and the Tier III Skype for Business team within SoftwareONE.


This role requires candidate to work in shifts as the service is required 24*5




  • A warm yet professional phone manner with a genuine customer service focus
  • Keenness to grow in a Managed Services Provider
  • As part of your technical experience and knowledge, you must be able to demonstrate in-depth knowledge in the key following technology:
  • Microsoft Skype for Business/Lync2013
  • An above entry-level to mid-level knowledge and experience must be demonstrated in the following four areas:Microsoft Exchange, Microsoft Office 365, Microsoft Active Directory, Sonus or AudioCodes SBC/gateways      
  • Additional knowledge and experience is beneficial in the following spaces:
  • Audio Visual Integration Systems: Polycom, Cisco Video, LifeSize, Pexip
  • PBX – primarily Cisco, Avaya, Mitel, Shoretel
  • Network Connectivity – MPLS, SIP, T-1, PRI, Analog
  • Contact Centers, IVR, Call Accounting, Call Recording
  • Great diagnostic and trouble shooting skills
  • Genuine multi-client experience
  • The ability to nurture relationships with customers
  • Other duties as assigned by the Service Manager




General Requirements

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
  • Ability to utilise the applications for Microsoft Office for support, reporting and documentation
  • Excellent oral and written communication skills
  • Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Creativity. Ability to think around problems and come up with creative solutions is helpful
  • Ability to work with or without direct supervision



  • Broad experience managing and supporting Microsoft based networks such as Active Directory, Exchange, Lync and SQL.
  • 2nd level support experience in support of enterprise level environments
  • Experience working via a Service Desk and an understanding of ITIL processes
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures








  • 2+ year’s work experience in a IT Service environment
  • MCSE or MCITP in Lync or Skype for Business\A strong desire to learn more about Unified Communications and Cloud Technologies
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Exceptional written and oral English skills
  • Experience working via a Service Desk