Network Support Team Leader - Worcestershire, United Kingdom - Akkodis

Akkodis
Akkodis
Verified Company
Worcestershire, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Network Support Team Leader
Worcestershire

£40,000 - £45,000 plus great company benefits


The Company
Our client is an engineering-based company with a reputation built on the provision of robust technical solutions. They specialise in Managed Network Services, Wireless Networking, Cloud Connectivity, Unified Communications, Network and Data Security.

Ourclient pride themselves on offering high levels of service, they are a Cisco Premier Partner, holding advanced certifications in Enterprise Networks, Security and Collaboration.

All their engineers have Cisco accreditation's.


The Role
Ideally the client would like someone on site but is potentially open to a hybrid approach


Key Responsibilities

  • Both managing and undertaking of daytoday support activity
  • Oversight of Major Incidents and Priority 1 tickets, including Root Cause Analysis
  • Giving direction to the team to help focus priorities such as Ensuring new tickets are picked up efficiently and Ensuring tickets are updated and responded to in a timely manner.
  • Ensuring that monitoring alerts are acted upon appropriately
  • Scheduling resource for onsite callout visits where required
  • First point of technical escalation for the Support team
  • Producing customer SLA reports and attending monthly service reviews
  • Helping to develop processes and procedures for the team
  • Monthly reporting to the Head of Engineering on Support Team statistics, performance, and trends

Key Skills

  • Experience of daytoday working with Cisco technologies, applicants should have a CCNA certified at a minimum and being CCNP certified preferable but not essential depending upon experience working at this level
  • Experience of working in an IT customer service / support team environment
  • Experience of ITIL principles (including Incident, Problem & Change Management)
  • Effective organisational and planning skills
  • Confident and approachable attitude
  • Leadership skills able to provide guidance and support to others
  • Meticulous approach to problem solving
  • Customer focused with a drive for quality throughout
  • Windows / VMware / Linux administration & management skills beneficial but not essential
  • Valid UK Driving License


This job description provides a guideline to the key responsibilities and desired skills of the role but is not exhaustive and you may be expected to perform different tasks as your role develops.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
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