NOC Team Leader - Citrix Hybrid role

Global Technology Solutions Ltd

Posted on Sep 23, 2022 by Global Technology Solutions Ltd

Peterborough, Cambridgeshire, United Kingdom
IT
Immediate Start
£38k - £45k Annual
Full-Time

A great opportunity for a NOC Team Leader Working with a Blue chip organisation located in Peterborough

position: Perm
hours:7.5 hours a day, mon-fri working between the hours of 8:00-18:00
location: Hybrid role working 2 days from the office and 3 days remotely
Salary: £38,000-£45,000, depending on technical ability

MAIN PURPOSE OF JOB

Provide leadership, guidance and line management to a team of 1st, 2nd and 3rd engineers

Provide support to delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports

Identify and manage training or development needs in line with company procedures

Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets

Manage organisational change within the team, including changes to procedures with regular comms in a timely manner

Develop, grow and maintain professional working relationships with all internal stakeholders and customer equivalents

Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service

Set high-quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods

Escalate potential service issues and work with vendors when required

Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork

Provide technical assistance to ongoing projects and the transition of new customers when required

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans.

Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilities

Assist with the design and creation of new Support Services and the review of existing services.

KNOWLEDGE AND EXPERIENCE

Essential
*At least three years experience in a similar SLA driven support role
*Proven Customer service Skills
*Proven experience delivering projects and complex changes
*Awareness of ITIL methodologies and best practice
*Industry recognised qualifications in relevant areas.

Desirable Knowledge
*At least 3 years' experience as a 3rd Line engineer within a similar environment.
*Respond to Customers either by telephone, electronically or face to face.
*Citrix XenApp/XenDesktop Support Experience.
*Citrix Provisioning Services/Machine Creation Services support experience.
*Hypervisor (XenServer, ESX and/or Hyper-V) Experience.
*Remote Access (NetScaler/RDS Web) Experience.
*Microsoft Terminal Services/Remote Desktop Services Experience.
*Valid Citrix Certified Administrator/Associate Accreditation.
*Citrix NetScaler and its capabilities within an EUC platform.
*Knowledge of other EUC technologies eg. AppSense, FSLogix etc.

PERSONAL ATTRIBUTES

*Good communication skills, verbal and written
*Punctual and reliable
*Positive, enthusiastic and supportive individual
*Ability to take ownership or to identify when escalation is necessary
*Ability to work under pressure
*Ability to work in a team and to support team members
*Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner

If you are interested and have the skills, apply now

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Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

Reference: 1737898143

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