IT Support Team Leader / Senior Service Desk Engineer
Focus IT have the pleasure of working with this WELL established, rapidly growing Technology Company. They are seeking an IT Support Team Leader / Senior Service Desk Engineer to complement their existing support team.
Leading and working within their support team, reporting to a senior infrastructure engineer, this role will be responsible for:
Managing the business, as usual, IT support & infrastructure functions to deliver a consistent and quality service to their users (mainly internal staff)
Managing and mentoring their first line support / junior systems administration team of two; ensuring support queue is under control, agreeing their priorities outside of the ticket system, being the point of escalation for all issues with IT support.
Developing and maintaining a solid hands-on working knowledge of the more technical aspects of their infrastructure, Active Directory, Exchange Server, AV, SPAM & web filtering, encryption solutions. Being the go-to technical expert for these solutions.
Managing projects to deliver new IT solutions for the office environment, from requirements through to implementation, with support from the rest of the team, for example, changing SPAM filtering provider or migrating to Office 365
Assisting the senior engineers with major projects, for example, data center hardware refreshes, upgrading hosting environment operating systems, assisting hand on deployment of involved solutions like a new telephony system.
This position would suit someone who is used to working in a high-pressure environment in a 2nd or 3rd line service desk role, supporting internal and external users. A high capacity and desire to learn solutions and retain the information you learn will be key to your success.
Having a flexible approach to working will be essential since the role will require some out of hours work.
Great attitude and approach to technical work, problems, user requests and complaints.
Ability to manage lots of tasks to completion, often prioritising parallel tasks.
Service desk experience and experience managing or mentoring junior staff
Soft skills – gets on well with everyone, easy to approach, nothing is too much of a problem.
Willing and able to learn new tech.
Customer service (internal and external).
Able to solve problems, propose and implement solutions
Windows server experience – AD management, Exchange, File permissions.
Windows 10, printers, file shares, VPN access
Office 365 skills for end-user support
Office network, PC and server management.
Solution management – (i.e. Antivirus, Hard drive Encryption, Mimecast, CRM system, Office 365)
AD user and security group management
File and folder permissions management.
Ensuring procedures are maintained for how to do things
Subsidiary IT support for other companies we own or have a stake in
IT Mini projects – Smaller evaluation and implementation of solutions to solve problems the businesses have.
IT support for covering Junior Support when not available and supporting the junior technicians. Internal issues and external calls for web system support.
Software licensing and good record keeping (software, hardware etc)
Supporting out of hours patching and server maintenance, as required.
Restoration of file backups
Managing external IT suppliers
Telephony – programming, reporting.
This is an IT Support Team Leader role and can also be known as a Senior Service Desk Engineer, Support Engineer, Team Leader, Helpdesk Manager and Service Desk Manager
Please send CV’s to Amit Gohil or call him for more information.
Salary: £25,000 – £35,000