- Hybrid 4 days in the office 1 at home
- Normal working hours are 7.5 per day between 8am – 5.30pm
- 24/7 on call, 1 in 4 and £350
- 25 days holiday plus bank holidays – increases with service
- Life Assurance
- Pension
- Simply Health
- Perkbox
Help Desk Team Lead - West Yorkshire, United Kingdom - Careers Plus
Description
3rd Line Helpdesk Team Leader up to 40k, Brighouse, West Yorkshire
The client
We are working with a specialist IT MSP, they specialise in delivering IT Support Services to Law Firms across the UK.
Main purpose of the job
Troubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout.
Key Tasks and Responsibilities
Responsible for troubleshooting any technical issues that have been escalated through the helpdesk.
Act as troubleshooting lead for high level technical issues, high priority tickets and MSO's
Visit client's sites as and when required
Manage own time effectively and ensure all time spent on client jobs is logged
Ability to report at all levels in the chain of command
See Technical Escalations through from beginning to end
Escalating tickets that need 3rd line resource into 3rd line queue and resolving
Escalating tickets to Ops team in good time where required to ensure satisfactory resolution
Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible
Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed
Communicate accurately and within good time both internally and externally
Flag areas of risk / improvement within the firm if identified
Train other members of the team in all things technical
Provide out of hours technical support to clients (typically 1 in 3 weekends)
Personal and Team Responsibilities
Excellent time management and communication skills
Follow the helpdesk process and set an example for other employees
Be approachable – ensure employees feel comfortable to ask for assistance
You should always be thinking long term fixes and not short term.
Excellent troubleshooting and triage skills.
Technical Experience
Must have:
Hands-on experience with Virtualization technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V)
Cloud technologies and concepts (1. RDS 2. Azure 3. Citrix)
Expert, hands-on networking experience in configuring and maintaining routers, firewalls, and switches
Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)
Administration and setup of Windows Server 2012/2016/2019/2022
Wifi Solutions
Exchange and 365 tenant administration
Desirable:
Hands on experience of storage technologies (SAN)
Printer setup and administration
VOIP Technologies
Automation – PowerShell or other
Azure and Intune configuration and administration