Network Manager - Oxfordshire, United Kingdom - PLANET RECRUITMENT SERVICES LTD

PLANET RECRUITMENT SERVICES LTD

Verified Company

Oxfordshire, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Network Manager

£40-45K

Abingdon
Our client is a thriving managed service provider that is growing on a rapid level. They provide world class support to their schools and that starts with the amazing talent they hire.

If you believe you can help, take their services to the next level, ensuringthe next generation of students have everything they need from an IT standpoint.

Primary activities:

Primary escalation point for all engineers within the customer site team
Primary technical support advisory to the service manager on all service related incidents and problems
Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identified of root cause and rollout of mitigating actions to permanently fix the underlying issue
Be responsible for identifying opportunities within the customer site to work with account manager and service team to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix
Keeping accurate records and site documentation
Keeping accurate time entries on ConnectWise
Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
Incident and problem management taking over from 1st line engineers where escalation is required
Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLA's
Responsible for achieving agreed service levels at both team and individual level
Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels
Responsible for direct management of a team of engineers including; identification of skills gaps, creation of skills matricies, development and implementation of training programme at both individual and team level, tangible reporting to show a serviceimprovement link between programme and individual performance
Responsible for performance management of a team, regular score checkin's, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessarymanaging disciplinary reviews, reviews including performance grading and salary recommendations
Owning and developing the knowledge base for the teams and support customer base ensuring that the knowledge is documented and shared

Other activities may include:

Take responsibility for own continual professional development, allocating time to understand and learn the technologies your team support to more detail
Provide hands on technical support experience, cherry picking quick technical fixed when required
Attending customer meetings as required to help provide technical explanations and guidance of service impacting issues
Ensuring appropriate standard and procures are adhered to during the development process to support a quality of service to customers
Work with a variety of company and technical teams to enhance service or to develop solutions
Carry out any other reasonable request made by the Company.

Required skills

2 years' experience as a senior engineer supporting schools or colleges with previous experience at other levels
6 months' experience as a network manager / technical lead at a school or college
Experience of managing or supporting projects
Familiar with working to SLA's to meet customer and requirements
Supporting multilevel clients internal and external
Working as part of a wider service delivery function
G-Suite create accounts, breakdown, trouble shoot issues
Office 36 create accounts, breakdown, trouble shoot issues, AD sync etc
Microsoft Hyper v / VM Ware basic skills
Audio visual equipment knowledge of interactive screens, accompanying suite of software, trouble shoot issues
DNS running through the DNS structure to ensure domain entries exist for DC's, moving external DNS services around to meet different IP's when internet changes
Active Directory configures sites and services, resolve issues

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.

Planet Recruitment is an Equal Opportunities Employer.