Technical Support Lead

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Southbank IT, a specialist in professional IT strategic consultancy, cloud services, telephony, connectivity and security for small and medium sized organisations is looking for a Technical Support Lead. Our solutions are backed up by a quality support service using smart technology to proactively monitor client systems and solutions.

The Technical Support Lead will predominantly be required to perform 3rd and 2nd line support as well as product/service installations, but will also cover the 1st line remote support when required.

Key Responsibilities:

* Onsite installs of Desktops, Laptops, WAPs, software rollouts

* Responsible for meeting our 1 hour onsite SLA for resolve issues that cannot be resolved remotely

* Providing desktop\server support over the phone, via remote access tools and on site when required

* To configure, test, support and maintain a varied range of hardware including Servers, Desktops, Laptops, Printers, Mobile phones and Tablet computers

* Take ownership and resolve issues that have been escalated from the 1st and 2nd line

* Responsible for managing the internal backup system. Responsible for keeping the internal asset logs up to date

* Ensuring the support calls are handled and completed within the relevant SLA

* Complete part movements Goods received and Outgoing goods to customer sites for projects. (RMA generation & physical movement) in a timely manner, returning items as required

* Achieve KPI targets to include but not conclusive to 1st time fix

* To document all faults and resolutions, accurately and systematically to meet standards and ensure that all user problems are escalated appropriately and users are informed on progress

* To report details of all hardware/software items that has been installed/removed so that configuration management records are complete and up to date

Technical Skills:

* 3-4 years minimum experience in an IT support role

* Windows Server and Apple Mac architectures

* Knowledge in software and hardware firewalls.

* Active Directory Management

* Centralised Antivirus management.

* Microsoft Exchange administration

* Networked Printers. Networking fundamentals (switching/cabling/DHCP).

* Mobile Technology (iPhone, Android and Blackberry deployments and support)


* MCTS or MCITP, MCSE qualifications are an advantage

* Familiar with the remote monitoring tool LabTech. Familiar with the Technology recording software ConnectWise.

* Knowledge of VMWare and Hyper-V


* Customer Focused. Must have an excellent record in providing high quality customer service. The candidate must take pride in ensuring the customer experience is positive from the logging of the call all the way to the resolution of the problem.

* Communication. Excellent phone manner. Must be able to communicate on all levels, both verbally and written.

* Team work. Understands the different elements it requires to collaborate as part of a team.

* Independent. Must be able to demonstrate they can work independently, be organised and make informed decisions.

* Time keeping. Prompt attendance required daily, whether working in the office or attending site.

* Problem Solver. Must enjoy the challenge of troubleshooting with the ability to provide technical support/solutions.

* Intelligent. Must be bright with a high attention to detail.

* Able to lead and support 1st and 2nd Support Engineers and be an escalation point for them

Sounds interesting? Click APPLY to send your CV for immediate consideration.

Candidates with previous experience or job titles including; IT Engineer, IT Technician, 2nd Line Support, 3rd Line Support, Helpdesk Analyst, IT Support Engineer, Senior IT Support may also be considered for this position
  • 1
  • Negotiable
  • None
  • None
  • CV-175078
  • Permanent
  • 4

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