IT Technical Support Lead / Lead IT Support Engineer

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Job Title: IT Technical Support LeadLocation: TelfordSalary: Competitive depending on experienceJob Type: Permanent, Full timeRole OverviewReporting to the Group IT Manager, an exciting position has arisen for an experienced IT Technical Support Lead, in the IT service support team, supporting multiple sites in the UK. The role will suit candidates looking to work in an IT environment which is cloud enabled, using best in class applications and who want to provide excellent customer service, enjoy finding solutions for problems and are enthusiastic about software and technologyAs part of a successful, growing company with a big investment in technology you will have the opportunity to advance your skills and abilities through experience and training. they look for people who want to develop their careers and are eager to not only perform their day job to a high standard but also get involved with new projects and assignments where possibleKey ResponsibilitiesProvide end user support of business applications and systems, associated services and configurations, ranging from entry level desktop support to more advanced (e.g. 3rd line) support issues across the Telford head office (circa 250 users)Support other offices across the UK as needed, including travelEffectively monitor, prioritise and close "First Time Fix" IT Service Desk incident ticketsInstall, configure and administrate Servers, Laptops, PCs, Tablets, Mobiles and network devices, ensuring they are fully operational and testedConfigure and maintain automated software deployment imaging tool to enable rapid deployment of standard build laptops and PCsAdministrate system backups and recovery within agreed RTO and RPODocument installation, configuration practices / procedures and network diagramsPerform daily system monitoring of servers, critical business applications, LAN, WAN and telecomsReview and apply hardware firmware, software security patches and updatesProvide effective root cause analysis investigations for problem management incidentsResearch and recommend innovative IT solutionsDeliver IT support & customer service excellence, monitor IT Service Desk tickets and close within SLAInvestigate, diagnose and take ownership to resolve the whole range of IT support issuesConfigure and maintain the company's network and server infrastructure operating systems and applicationsEnsure potential information security risks are identified and dealt with as a priorityMaintain the security and integrity of the company's IT systemsAdministrate group telephone system and call centre wallboardsMaintain accurate departmental records, including hardware assets and software licensesEnsure that software license terms are well managed and not breachedAssist with agreed plans to install or upgrade hardware and softwareThe candidateAble to diagnose hardware and software faultsAnalytical and systematic approach to troubleshootingWillingness to learn and develop skills and knowledge, adapting to changing landscapeAbility to effectively prioritise and execute tasks in a fast-paced environmentAdaptive and Proactive work approachEffective written and good verbal communication skills, able to communicate at all levelsFull UK driving license and ability to travel between officesExperience and Knowledge1st to 2nd line end user Windows desktop support and Windows Server and Network 3rd line support or Technician lead role in an enterprise, multi-site environmentSolid understanding, configuration and administration of Microsoft Azure, Windows Server 2012R2 / 2016 including Hyper-V Virtualisation and Remote Desktop Services, Windows 10, Exchange Server O365 and SQL Server 2008R2 or aboveConfiguration of Microsoft Active Directory, Group Policies and network share best practice permission setupSupport of Dell Storage Area Network backend infrastructureOffice 365 administration including configuration of Advanced Threat Protection and successful tenancy migrationsExtensive Microsoft powershell scripting languageKnowledge of Infrastructure monitoring toolsDeployment of automated software deployment tools ideally Microsoft Deployment ToolkitAdministration and configuration of Cisco / HPE network switches, VLANs and wireless access pointsCentralised hardware firmware, operating system and application patches and updatesFull system backups and recovery using Azure or VeeamCreate and update system installation, configuration and network documentationCentralised end point security management, ideally Mimecast and McAfeeDesirableManage Engine Service Desk Plus, Atlassian Jira / Confluence and Salesforce application experienceKnowledge of ITIL V3 or 4 practices: Foundation certificationCyber Essentials or ISO 27001 framework implementationPCI governance knowledgeTechnical qualifications: MCP and MCSA and CCNAPlease click on the APPLY button to send your CV and Cover Letter for this roleCandidates with experience of: Senior IT Support, IT Helpdesk Support, IT Support Technician, 3rd Line Support, IT Support Team Leader, Helpdesk Analyst, IT Technician, Lead Technician, IT Service Desk Engineer, IT Support Specialist, IT Support Engineer, IT Desktop Support may also be considered for this role