Job Title: Lead – Internal Tech & Aftercare
Location: Coventry, West Midlands
Shift Timing: 9 AM to 5:30 PM
Working Days: Mon to Friday
Employment Type: Full Time Hybrid Field and Desk
Industry: Telecommunication & Managed Services
Salary: Up to GBP 37000 per annum subject to experience
Who Are We:
V4 Telecom is a B2B technology supply business catering to SOHO businesses across Britain, with over 11 years of trading experience. We supply phone lines, internet connectivity, Microsoft products, IT support, CCTV, intercom, cybersecurity, email & web security, systems & software integration, and more to businesses with 1-10 employees. We currently have over 870 clients and continue to enjoy consistent growth with ambitious objectives for the future. V4 Telecom was recognized as a finalist at the National Comms Business Awards and is a Microsoft SMB workplace Partner, as well as a Cyber Essentials certified Partner.
Job Overview:
In this role, you will handle Level 2/3 escalation calls, perform site surveys, physical installations, and fault investigations for Security, IP PBX, and Managed IT systems for high-profile clients and internal users. This position is designed for you to transition into a leadership role, managing a team of Level 1 and Level 2 support staff who will service clients' needs for phone systems, internet connectivity, managed IT services, and security.
Pre-Requisites:
1. Minimum 2 to 5 years of proven experience in an ICT related role.
2. Proven track record of KPI performance, process compliance, and team leadership.
3. Excellent attention to detail for potential issues or improvements.
4. Prior experience in structured network cabling in trunking, conduit, and above ceiling installations.
5. Problem solver able to find solutions to any problem presented with self-led research.
Role Description:
1. Provide detailed site surveys with planning of hardware, cabling, and layout requirements.
2. Installation of structured Cat 5E/6 network cabling including comms cabinets.
3. Install and program mostly Cloud PBX/IP telephone systems with Yealink phones.
4. Install and program Hikvision CCTV, intercoms, access control, and wireless alarm systems.
5. Install and program DrayTek, TP-Link, Zyxel, and Netgate routers and firewalls.
6. Install and program Ubiquiti Unifi and TP-Link Omada cloud managed network equipment.
7. Install and program PCs and Laptops along with accessories such as monitors, docking stations, printers, etc.
8. Install and program Servers, network attached storage, and other associated hardware.
9. Train customers on the use of all provided systems.
10. Obtain customer acceptance and sign-off upon successful installation.
11. Manage and maintain company-supplied vehicle via weekly auditing.
12. Maintain and troubleshoot system faults as required on customer sites or remotely.
13. Provide Level 2/3 desk-based support to clients for phone systems, internet connectivity, managed IT services, and security.
14. Identify product opportunities to share with account management proactively.
Key Performance Indicators:
1. Complete the learning curve within 6 months based on company-approved items and timelines.
2. Close support tickets within given SLAs.
3. Complete on-site work within provided timeframes.
4. Measure and track customer system uptime and accessibility to ensure reliable infrastructure.
Beneficial Qualifications:
1. CCNA or similar.
2. ITIL V4 Foundation/ITMLP/CITM.
What’s in it for you:
Competitive salary, periodic reviews, and strong long-term relationships.
28 annual days off, including bank holidays.
Full training & handover for the role.
Excellent health benefits for chosen family dependants.
Professional development and leadership growth opportunities.
A collaborative and inclusive work environment.
The usual, birthdays off, work & family life balance actively encouraged.
A career growth trajectory like no other.
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