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Nigel Wright
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Gateshead, Tyne and Wear
Senior Infrastructure Engineer
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Job Type: Full-time |
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Salary: £40,000 per annum |
Overview
The Company Due to continuing expansion, this IT consultancy is seeking to recruit a technically proficient Technical Support Lead to both lead a team of 3rd line engineers and provide technical expertise to solve clients' issues. The Role The Technical Support Lead will be a broad role covering hands on 3rd line support, leading infrastructure projects as well as managing a team of engineers, assisting them with a wide range of technical issues. Specifically your responsibilities will include: Managing the team stats on a weekly basis presenting SLA, OLA and Incidents/Problems resolved Reducing incident and problem fix times within the third line team Identifying potential future technical issues Managing critical IT outages with customers and using the Escalations team to quickly and efficiently resolve the situation Work with service account managers to improve customer infrastructure Supervising, mentoring and developing a team of third line engineers Resolving complex IT issues in the form of incidents and problems Managing business impacting situations to insure minimal downtime and disruption Identify reoccurring technical faults and liaising with other internal departments or external customers Diagnose and fix critical IT issues The Requirements With strong technical infrastructure skills covering a broad range of technologies such as Windows Server, VMware, Hyper-V, Citrix, Linux, Dell and HP storage and RDS, the successful candidate should be a driven individual that enjoys problem solving and taking control of situations, driving home technical solutions whilst putting the customers’ needs first. Though previous line management experience would be beneficial, applications from candidates looking to gain management experience as well as maintaining their technical involvement will be welcomed. Experience from working within an MSP would be beneficial though applications from candidates with both strong technical and managerial skills from within an in house IT department will also be welcomed.