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Technical Support Team Leader

Posted on Jun 9, 2021 by Profile Resourcing

Milton Keynes, Buckinghamshire, United Kingdom
Immediate Start
£30k - £35k Annual

Due to winning new contracts in the Milton Keynes area, this rapidly growing IT Support company based in fantastic countryside offices is looking for a new member to join the team. This is an exciting opportunity to work for a company that has grown on its reputation to deliver knowledgeable, reliable IT Support with GREAT customer service.

Candidate Requirements:

  • The candidate must have excellent communications skills (Written and Verbal), have great attention to detail.
  • A strong technical understanding of the Windows Client and Server Operating Systems (Windows10, WindowServer2012, 2019)
  • A strong understanding of networking TCP/IP/DHCP/DNS
  • The candidate would be qualified to at least MCP or MCSA level
  • Experience with Administration and Troubleshooting Office 365)
  • Experience with Plesk and Website Hosting would be advantageous
  • Experience in supporting IP phone systems 3CX
  • Experience with Microsoft Azure Services and RMM solutions
  • You must be able to prioritise, plan and resolve problems and meet targets and deadlines
  • You will have a minimum of 2/3 years experience as a leader or manager of a team of at least three people

Roles and Responsibilities:

  • Provide Best in Class IT Support over the phone, via email and face to face
  • Ensure that all procedures and best practices are adhered to
  • Run daily team meetings
  • Coaching, motivating, and retaining Staff
  • Manage and monitor team workloads
  • Monitor support calls to improve customer service and quality
  • Managing staff holidays and absences to ensure sufficient cover
  • Provide performance reports to the Managing Director
  • Setting and meeting performance targets by quality, efficiency, and speed
  • Deploy, Manage and Monitor Anti-Virus Solutions (Bitdefender)
  • Provide technical coaching, support, and training to the support team
  • Ensure that all tickets are responded to within our SLA's
  • Ensure that all customer information is up to date in the Support system
  • Complete new customer onboarding procedures
  • Application Support - Sage, Act, Xero, Dropbox and Office Applications (Word, Excel, Outlook, OneDrive)
  • Assist the team with the set up and troubleshooting of printers and scanners
  • Assist the team with the Support and diagnostics of networks (WiredandWireless)
  • Assist the team in the support of Routers (Draytek, Cisco, Ubiquitietc)
  • Monitor System Availability (Server and Website Uptime)
  • Ensure that Client backups are checked daily, and test restores are complete Quarterly
  • Checking the quality of all of the work that is completed by the team to ensure that standards are kept high.
  • Ensure that the company documented procedures are kept up-to-date

The role is in Milton Keynes, and you must hold a full UK driving license and have your own car as travel to Client sites will be required.

Salary = £30,000 to £35,000 per annum Dependent on qualifications and experience.

Reference: 1222989799

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