IT Technical Account Lead - Managed Services - Non Sales - Bristol

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Are you proud when zero problems happen with a client your responsible for? Can you live with not have issues and be "unknown" rather than being the knight in shining armour? Do you thrive on sharing your knowledge and making IT simple not a "black art"? Can you follow a standard process day in day out completing the same tasks every day with different clients?

This fast growing Managed Services company is in need of an experienced customer focused Technical (Account) Lead (ITAL) to join their team in providing exceptional IT support services to SME businesses based in Bristol, the South West and South Wales.

Essential Duties

The ITAL will be the onsite resource at multiple client locations to proactively manage the client, and the client's environment to prevent downtime as well as to help minimise the amount of issues that end up with the help desk team.

- Notifying manager of site arrival

- On arrival communicate the goals and tasks for the day and determine if there is anything pressing.

- Additionally check in with principal(s)/owners

- Communication halfway through visit to advise on task list status and prioritise if not everything will be successfully completed

- Perform best practices audits/implementations

- Auditing of machines, antivirus, and email - adding or removing as necessary

- Documentation of client site - ensure configurations are up to date

- Daily huddle

- Detailed documentation of daily tasks

- Daily entry of time and notes into ticket before end of day

- Small Installations (PC's, Laptops, Firewalls, Switches)

- Warranty / License Management

- Small Item Procurement Support (specify to procurement team)

- Security checks and user admin

- Risk assessments, policy updates / creation

- Be the source of knowledge for your clients within the technical team

- Analysis of issues / issue reduction work

- Review processes and seek to improve productivity

- Responsible for documentation

Requires excellent interpersonal communication/time management skills - critical for customer satisfaction and success in the role.

Essential Knowledge / Skills

This is not a support role however detailed and good understanding of technology is required in order to work effective in this role thus a minimum of 3 years experience supporting (up to 3rd line):

- Windows Server and Desktops, Exchange Server, SQL Server

- Active Directory; GPO, etc.

- VMWare/HyperV.

- Firewalls and security devices

- Layer 3 switches

- Network Protocols; DNS, DHCP, RADIUS

- Microsoft 365

Additional Requirements:

- Time management / attention to detail.

- Demonstrable ability to set and manage client expectations.

- Exceptional customer service and communication skills.

- The ability to work effectively in a fast paced environment.