3rd LINE SERVER ENGINEER TEAM LEAD

AIM OF THE ROLE: This is an exciting opportunity for candidates who are keen to be at the centre of a fast paced and dynamic support department undergoing a complete system refresh into the newest technologies. Our team provides a complex mix of both customer and technical support for our internal user base. The MIS 3 rd line team lead will combine strong technical understanding with outstanding customer services skills. They will be able to guide the junior team members in ensuring that customer tickets are managed in line with prioritisation, SLA’s and enforce and educate when standards are not being met. They will manage the underlying infrastructure for BAU operations and be involved in technical onboarding of new projects from the internal project engineer. The role is approximately a 70/30 split over technical/team lead duties. KEY RESPONSIBILITIES: - Within a broad area of competence, investigate incidents, problems and other requests for support and determine the appropriate action to take - Monitoring progress of technical support tickets and ensuring all stakeholders are kept informed. - Configuration and general system administration - Stakeholding on projects and initiatives that impact supported services - Process and Documentation – Production/coordination of new processes and supporting documentation/workflows which will improve team performance and the customer experience - Assist with development and testing of new internal IT services, upgrades & patch release - Tickets are being prioritised correctly - Enforcing and educating team when standards are not being met - Provide advice and guidance to junior colleagues where required - Ensuring all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of Service or Operational level agreements The role requires management and support knowledge for many of the following technologies: - Microsoft Windows Server; 2003 – 2016 - Active Directory; multiple domains and forests, and Azure AD - Azure/Office 365 o Hybrid email, Skype, and AD services o Microsoft Skype for Business/ Microsoft Teams o Intune, MDM, and MAM o PowerShell scripting for automation o Defender ATP, Azure ATP, o M365 Security and Compliance management and reporting o M365 ADFS / MFA integration - Microsoft System Center Configuration Manager - Virtualisation technologies (VMWare vSphere) Some working knowledge of the following technologies would be desirable for the role: • Storage technologies; 3par • Virtualisation technologies; VMWare VSAN • Networking technologies; VPN and VLAN management • Deployment technologies; Windows Autopilot and SCCM Deployment PERSON SPECIFICATION The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, You should have a good eye for processes as it is essential that the teams function smartly and to optimum levels, this will require working alongside the MIS Manager in development of team skills and knowledge including improvements to our current processes and systems. It is also essential that you are dynamic and able to work off your own initiative to implement changes based on your decisions. This will require some excellent decision making and communication skills are absolutely essential to the role. You will ideally have the following skills and experience: - Excellent people skills, the ability to work, mentor and provide training/knowledge transfer within their own team and other teams or customers - Minimum 5 year’s experience in a customer supporting IT role having worked at a 3 rd line level for at least 2 years - Strong verbal and written communication skills and the ability to work towards a common goal with a positive work ethic - Knowledge of ITIL guidelines (Foundation V3/4 accreditation) would be advantageous in this role - Ability to pass a Government SC clearance check is a must - Strong team player with flexible mind-set - Pro-active approach to decision making, ability to think laterally and possess a strong problem solving capability - Strong interpersonal and communication skills; Tactful, diplomatic and sympathetic when dealing with customer problems. Shows empathy with customer issues - Ability to handle multiple problems at once - Innovative and able to learn quickly with a willingness to get involved in unfamiliar areas of technology - A “can do” attitude - An intelligent self-starter with the ability to work on his/her own initiative or as part of a team as is required - Confident and with the ability to interact with other members of the team as well as senior management - Ability to question existing processes and provide input to improve where necessary - A willingness to learn and not be afraid to get involved in unfamiliar areas of technology - Ability to prioritise workload efficiently HOURS OF WORK The company’s standard hours of work are 9.00am – 5.30pm with one hour for lunch, however, the service desk may cover hours between 08:00 and 17:30 Monday to Friday. Due to the nature of the role some flexibility may also be required from time to time. Ability to travel occasionally within the UK would be required. This job was originally posted as www.totaljobs.com/job/89812317