2nd Line IT Support Engineer & Team Lead
We have an exciting opportunity for a 2nd Line IT Technician & Team Lead to join our well-established client in Abingdon, Oxfordshire.
The successful 2nd Line IT Technician & Team Lead will lead 1 other Technician.
Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed.
Main responsibilities:
* To manage all incidents and customer requests from receipt to resolution and closure.
* 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 exceptional service support to internal and external customers.
* To ensure service level agreement standards are met.
* To promptly complete any admin paperwork and documentation.
* Keep accurate records of all site information using IT Service Management tools.
* Promote best practices and adhere to change control process.
* Review scorecard weekly with Team Lead & or Manager.
* Direct management of a team of engineers including; identification of skills gaps, creation of skills, development and implementation of training programme at both individual and team level.
* Performance management of a team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans.
Knowledge/Experience required:
* Proven experience mentoring/leading other Technicians.
* Install, configure and troubleshoot all MS Windows platforms and applications.
* Install, configure and troubleshoot Firewalls, routers & VPN’s.
* Office 365 – create accounts, breakdown, troubleshoot issues, AD sync.
* G-Suite – create accounts, breakdown, troubleshoot issues (Desirable).
* Microsoft Hyper-V / VMware.
Some highlights of working with my client:
* Friendly and supportive team.
* Skills assessment and personalised progression plans.
* Microsoft Gold Partner and Google Partner.
* Microsoft and Google training courses, accreditations and exams.
* One-to-One training.
* Increased holiday allowance and sick pay with level of service.
* Company healthcare available.
* Social & team building activities.
* Employee assistance programme.
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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