This is an exciting opportunity for a 2nd Line IT Engineer & Team Lead to work for our reputable client based in the Hayes area.
MFK Recruitment has successfully recruited 42 candidates for this client within the past 5 years, with 31 still employed due to the excellent culture and progression opportunities.
As the 2nd Line IT Engineer & Team Lead, you will lead one other IT Technician while being hands-on in your role.
This is an On-Site role working for our client within the Education sector. The successful candidate will need to have a vehicle as they will be traveling to 3 different Education sites, all within a few miles of each other.
Primary Responsibilities:
* Provide level 2 server, network, and desktop technical support, diagnosing customer issues and ensuring a high level of first-time fix.
* Incident and problem management – take over from 1st line engineers where escalation is required.
* Provide exceptional service support to internal and external customers.
* Provide solutions/workarounds to incidents and problems, highlighting and escalating concerns over delivery to agreed customer SLA’s.
* Achieve agreed service levels at both team and individual levels.
* Analyze all tickets within the team for urgency and impact, prioritizing and allocating accordingly in line with agreed service levels.
* Directly manage a team of engineers, identifying skills gaps, creating skills matrices, and developing training programs at both individual and team levels.
* Conduct performance management of the team, including regular score check-ins and performance reviews, introducing development plans and managing disciplinary reviews when necessary.
Technical Experience Required (not all essential):
* Windows Server
* Office 365
* Basic Networking
* Active Directory
* Firewalls
* Switches
* Cloud and Virtualization
Highlights of Working with Our Client:
* Skills assessment and personalized progression plans.
* Microsoft Gold Partner and Google Partner.
* Access to Microsoft and Google training courses, accreditations, and exams.
* One-to-One training.
* Company healthcare available.
* Monthly performance-related incentives, including additional holiday days and vouchers.
* Social & team building activities.
Seniority Level:
Mid-Senior level
Employment Type:
Full-time
Job Function:
Information Technology
Industries:
IT Services and IT Consulting and Education
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